The IT Experts Podcast: Recent Episodes
Ian Luckett - The MSP Growth Hub
The IT Experts Podcast with Ian Luckett, is designed to help ambitious IT/MSP business owners build a profitable tech business.
In this show you will learn the complete tried and tested strategies that are working today as Ian helps techie business owners in the IT / MSP community on a daily basis.
The content of this Podcast is a blend of expert advice and Interviews with some of the most successful people in the industry, offering massive value and a wise range of topics from his MSP profit Builder System.
Whether his guests are experts from large enterprises, established IT/MSP businesses, serial entrepreneurs, or world class techies, they all have great stories and content to share.
So, if you are preparing your IT/MSP business for growth, then we will help by sharing what IS and what ISN'T working in business right now.
Our outcome for you listening to this podcast is that we help you to spend quality time working ON your business rather than being consumed IN it!
In this episode of The IT Experts Podcast, I sit down with Gemma Telford from the Archer Agency to unpack one of the most underused resources available to growing MSPs, vendor Marketing Development Funds, or MDF. With two decades of experience across tech marketing, including roles at Ingram Micro, Sage and Palo Alto Networks, Gemma Telford brings a rare view from both sides of the channel, having worked with vendors, distributors and partners alike.
We open with a wider discussion on why so many MSP owners struggle to embrace marketing in the first place. Many of us built our businesses on technical strength rather than promotional confidence, and Gemma and I agree that the answer often lies in reframing marketing as simply clear messaging about how you help people, rather than something big or intimidating. Bringing in dedicated marketing support, rather than expecting founders or inexperienced hires to carry the whole function, is one of the most reliable paths to sustainable growth.
From there, we move into the heart of the episode, MDF itself. Gemma Telford explains that marketing development funds sit within a vendor's budget specifically to help partners sell more of their products and services. Despite the funds being widely available, research referenced in the episode suggests that around sixty percent of MDF goes unused every quarter. The reasons are practical rather than mysterious. Vendors often allocate funding to whoever asks loudest, application processes can be convoluted, and many MSPs simply are not aware the money exists or how to access it.
A significant part of our conversation focuses on the mismatch between vendor expectations and MSP realities. Vendors frequently want to see leads or return on investment within a single quarter, which rarely reflects how MSP sales cycles actually work. Gemma Telford shares an encouraging example of an ERP vendor taking a longer-term view, building multiyear plans with partners and trusting that results will follow, even if not immediately. This kind of collaborative thinking, she suggests, is exactly what more vendors need to adopt.
Practical advice runs throughout the episode. Rather than approaching every vendor at once, Gemma recommends we choose one vendor to start with, ideally one connected to a business goal such as growth in a particular sector or vertical. From there, building a genuine plan, complete with revenue targets and a proposed timeline, gives vendors something concrete to support rather than a vague request for cash. Case studies and proof points are also flagged as powerful tools, since vendors are always seeking evidence that their products deliver real results for real customers.
We also touch on the importance of relationships within the channel. Strong connections with account managers and channel teams can open doors that generic outreach never will, and we both agree that treating vendor partnerships as a genuine collaboration, rather than a transactional exchange, tends to produce the best long-term outcomes.
Towards the end of the episode, Gemma Telford sets out three changes that would make MDF programmes work better for everyone. Vendors moving away from rigid quarterly ROI expectations, supporting partners to build their own plans rather than being overly prescriptive, and simplifying the application process so partners are not discouraged before they even begin. For any MSP wondering where to start, my advice is refreshingly simple, get a plan in place, understand your specialisms and messaging, and proactively approach your vendors rather than waiting to be noticed.
This episode is a valuable listen for any MSP owner who has heard of MDF but never quite understood how to access it, or for those keen to strengthen their vendor relationships and unlock funding that is often sitting untouched.
You can connect with Gemma Telford on LinkedIn or find out more about her work at the Archer Agency.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I take a step back from the usual growth tactics and invite you into a conversation about what wealth really means for MSP owners. We are past the midpoint of 2026, and rather than waiting until year end to reflect, I wanted to offer a checkup from the neck up right now, while there is still time to make the second half count.
I talk through the MSP journey many of us recognise. You start in survive, move into drive, then into thrive, and eventually reach arrive, the point where the business works for you rather than the other way round. Along that journey, it is easy to lose sight of your original why. You get caught up in the grind, in the day to day running of the business, and somewhere along the line the reason you started fades into the background. This episode is my attempt to help you reconnect with it, because understanding what wealth really means to you personally changes everything about how you build and run your MSP.
I share why Stuart and I built The MSP Growth Hub the way we did. Our own why is rooted in family, in supporting people with additional needs, and in using the business as an enabler for something much bigger than turnover or profit margin. That is the thread that runs through this episode. Profit should be treated as fuel for your vision, not the end goal itself. When you start asking what wealth really means beyond the numbers on a balance sheet, you open the door to a much richer definition of success, one that includes freedom, fulfilment, relationships, and the life you actually want to live outside the business.
I cover the danger of decisions driven by fear rather than by vision and values, and how burnout, stress, and anxiety often show up when purpose has quietly disappeared from the picture. I share a simple challenge you can do right now, wherever you are reading or listening from. Revisit your original why. Write down how it has evolved. Bring your team into that conversation. I mention two books that have shaped my own thinking recently, Simon Sinek's Start With Why and Arnold Schwarzenegger's Be Useful, both of which pushed me to think bigger about the supported living homes I want to help build.
We also explore the people you surround yourself with. You become the average of the five people you spend the most time with, so if you want a bigger vision for your business and your life, it pays to move towards people who inspire and challenge you rather than those who keep you small. I talk about building reflection into your leadership rhythm, measuring how far you have come rather than only how far you have left to go, and leading with transparency even when others doubt what you are trying to achieve.
Ultimately, this episode is an invitation to define what wealth really means to you, in your own words, on your own terms. It might mean more time with family, more freedom to choose how you spend your Fridays, or the ability to give back to your community in a meaningful way. Whatever it looks like for you, the message stays the same. Profit is your fuel. It is not the finish line.
I hope this gives you space to reflect and reconnect with your own purpose as an MSP owner.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I sit down with Yvonne Matzk to explore a subject I rarely get the chance to talk about on this show, the invisible ceilings that hold back talent, culture, and growth inside our businesses. Yvonne Matzk is the founder of Coachere, a coaching and consulting practice supporting leaders and the next generation of talent in the IT industry, and also the founder of the Channel Community, a free network built to help emerging talent find mentoring in a safe and inclusive environment. I loved hearing the story behind her book, Smashing the Class Ceiling, born from research showing that only nine percent of people working in tech came from a low socioeconomic background. Yvonne Matzk and her fellow founders at the Channel Community realised how many of them had come from working class backgrounds themselves, and decided to raise awareness of this gap by aligning with the Social Mobility Foundation. What started as a podcast grew into a book, designed to showcase people who started from humble beginnings and went on to build genuinely impressive careers.
Yvonne Matzk introduces the idea of the class pay gap, a concept she told me she had never heard of until she began this work, despite having lived its effects throughout her own career. She reflects candidly on her early years on a training wage, doing work worth considerably more, and later struggling even as a business owner to ask for what she was worth. She explains that people from working class backgrounds often carry a quiet sense of gratitude that stops them from demanding fair value, while those from more privileged upbringings tend to carry a natural confidence that opens doors more easily. Listening to this, I could see clearly how it creates a hidden pool of talent that most MSPs never think to look for, simply because they keep recruiting from the same familiar places.
Yvonne Matzk and I spent time discussing why this matters so much for MSP culture. Hiring people who look, sound, and think alike feels comfortable, yet it quietly limits how a business solves problems and challenges itself to grow. Yvonne Matzk argues that talent is everywhere, while opportunity is not, and I agree that businesses need to actively remove unnecessary barriers such as rigid degree requirements if they want access to that wider pool. She points to research showing that resilience, passion and work ethic predict success far more reliably than qualifications ever could, and these are the traits I encourage every MSP owner to recruit for.
We also explored confidence, or as Yvonne Matzk prefers to call it, courage. She describes confidence as a learned behaviour shaped by upbringing and environment rather than something people are simply born with or without. Overcoming that conditioning, she says, starts with recognising fear for what it is and choosing to act anyway. I found this links directly into leadership, where Yvonne Matzk made clear to me that culture always starts and ends with the owner. If a leader is not willing to be vulnerable, admit uncertainty and model the behaviour they want to see, no amount of clever recruitment will shift the culture underneath it.
Yvonne Matzk shared some genuinely practical steps I want every listener to try. She suggests MSP owners ask their own teams what the culture genuinely feels like, rather than assuming, and recommends simple anonymous surveys as a starting point for honest feedback. She encourages leaders to benchmark where their culture sits today against where they want it to be, then commit to closing that gap deliberately. I want to leave you with the same challenge Yvonne Matzk gave me, sense check your culture, ask your people what they really think, and rethink where you are looking for talent, because most skills are transferable and the right people are often hiding in plain sight.
Connect with Yvonne Matzk through her LinkedIn and websites: Coachere and The Channel Community. You can get her book here.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I tackle one of the most common frustrations I hear from MSP owners every single week, the belief that MSP marketing simply does not work. I hear it constantly. Someone has tried an agency, a friend who knows social media, some pay per click, or a few Facebook ads, and each time the results fell flat. The real issue, as I explain, is not the tactic itself. It is the absence of a system that connects every activity back to booked calls and revenue.
I open by challenging you to interrogate your marketing agency with one question, how does what you are doing connect to more booked calls. I have found that many agencies do not understand the MSP model, focusing on surface level activity like website redesigns and vague positioning work rather than a measurable path to pipeline. Inside The MSP Growth Hub, this connection between activity and results sits at the heart of the New Client Runway framework I teach from day one.
I also address the MSP habit of leaning heavily on referrals. While steady referrals feel comfortable, I point out that this approach leaves owners exposed. If your biggest client leaves or a referral source dries up, you can lose a significant chunk of monthly recurring revenue overnight, with no backup plan in place. This is where account management, paired with consistent MSP marketing, becomes essential for protecting and growing your income.
A central theme of the episode is what I call the stop start marketing cycle. I describe the familiar pattern, a quiet pipeline triggers a burst of marketing activity, a referral arrives, focus shifts back to delivery, and a few months later, the cycle repeats. I call this Groundhog Day marketing and I link it directly to why so many MSPs remain stuck under a million pounds in turnover. Without consistent visibility, you never build the compounding authority needed to be recognised as the expert in your niche.
To fix this, I share five practical steps for building an effective MSP marketing system. The first is committing to a twelve-month runway rather than a three-month test, broken down into quarters and months so you know exactly what to focus on and when. The second is setting leading indicators, tracking visibility, conversations, and engagement rather than only watching for closed deals. I share a real example of a client who needed fresh leads, better numbers, and a profit first mindset, showing how leading indicators reveal what is really happening in your business.
The third step is building weekly consistency. I recommend posting on LinkedIn at least three times a week from your personal profile and a couple of times from your company page, alongside keeping your Google Business Profile updated. I remind you that people buy from people, and visibility builds the trust required before anyone books a call. I also stress that the money is in the follow up, encouraging you to stay professional, purposeful, and persistent with every new conversation rather than sending one message and giving up.
The fourth step is tracking pipeline momentum using our ONCAM framework, One New Client A Month, which helps you understand how many conversations and what conversion rate you need to hit your growth goals. The fifth step is treating MSP marketing as a genuine cost of growth, with a proper budget attached, reported on regularly alongside your other key performance indicators.
I close by reminding you that sustainable growth is built on visibility, not luck. I encourage you to step outside your comfort zone, commit to the process, and trust that consistent MSP marketing compounds over time into a stronger brand, a healthier pipeline, and a more confident position in your market.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I hosted an MSP Insights Roundtable on AI, automation, and observability at scale, bringing together three brilliant guests, Joe Burns, Fiona Challis, and Nick Horner. What struck me straight away was how all three agreed on one thing before we even got into the detail. AI, automation, and observability only work when you understand your own processes first. Joe walked us through how his MSP, Reformed, built its operational maturity by identifying repetitive tasks, spotting where human error crept in, and asking his team what they actually disliked doing. Only once that groundwork was done did he bring in automation, including an early AI triage system on the service desk, and it paid off.
Nick added a perspective I loved, describing how starting small with clients avoids the scope creep that can derail an automation project before it even gets going. He shared a story about a modest HR automation that grew organically once the client saw the value for themselves, and how bringing end users into the process from day one builds the kind of trust that makes AI, automation, and observability actually stick. Getting genuine buy in, as Nick put it, turns a nervous stakeholder into a project sponsor rather than a blocker.
Fiona introduced an idea I keep coming back to, becoming your own customer zero, assessing your own readiness before you ever take an AI conversation to a client. She told us most MSPs score only two or three out of five on her readiness assessment, which shows how much foundational work is still undocumented across our sector. We spent time discussing how observability has changed, moving away from juggling dashboards across Microsoft 365, PSA, and RMM tools towards a single intelligent layer that pulls everything together securely and quickly. Nick made the point that speed and accuracy no longer need a dedicated Power BI specialist, and Fiona reminded us that the ROI conversation always starts with measuring a baseline before you change anything.
One of my favourite moments came from Joe, describing a law firm that spent three to four hours every week cross checking court lists against their case management system, a task his team solved with an agent in fifteen minutes. Fiona echoed this, encouraging MSPs to lead with one practical win rather than an overwhelming pitch, because solving a single small problem tends to open the door to many more conversations. We also got into the tension between compliance and outcome. Fiona argued that clients buy the outcome AI delivers rather than the technology itself, and Joe pushed back with honest feedback from his law firm clients, who want compliance answered first given how sensitive that sector is to reputational risk. Both agreed that governance needs to be built into the foundations of any deployment rather than bolted on afterwards.
Drawing on Daniel Priestley's thinking around demand and supply tension, Joe warned us against pouring all our energy into operational capacity while neglecting sales and marketing, a gap that can quietly erode margins even as efficiency improves. Fiona picked this up with real enthusiasm, describing how AI and automation can make selling feel far more natural, framing every client conversation as a business problem to solve rather than a service to pitch. She introduced the three pillars she coaches MSPs towards, capacity, experience, and revenue, and stressed the importance of owning your intellectual property rather than giving away your hard built agents for free.
We closed by sharing how each of us measures success, from outcome-based tracking to client and employee satisfaction scores, before final takeaways. Nick urged everyone to embrace the shift and stay ahead of the curve, Joe reminded us that capacity means nothing without the ability to sell it, and Fiona encouraged listeners to stop overthinking and take the first step. I came away from this session convinced, more than ever, that AI, automation, and observability can genuinely transform an MSP, provided the fundamentals are respected along the way.
Connect with Fiona Challis through LinkedIn and website.
Connect with Joe Burns through LinkedIn and website.
Connect with Nick Horner through LinkedIn.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we take you inside The MSP Growth Hub for a look at what happened during the May 2026 Intensive event. Ian Luckett is joined by his business partner Stuart Warwick and coaches Julie Hutchison and Peter Williamson, each sharing what unfolded across two days dedicated to helping MSP owners build stronger, more capable teams. At the heart of the conversation is MSP team alignment, and why it sits right at the centre of scaling a business with confidence.
Stuart opens by explaining the theory behind the Intensive itself. The MSP Growth Hub runs this event three times a year, and each one is themed around one of the three pillars of the Scale with Confidence model. This May the focus was Amplify Capacity, using a framework called Embed and Connect to help growing MSPs align their people behind the strategy and goals of the business. Stuart describes how the vision and annual plan cascade down into a sixteen week plan, then into departmental plans, then into a daily and weekly rhythm across the business. This is MSP team alignment in practice, connecting people to systems, plans and direction so the business becomes a genuine asset rather than something that owns the owner.
Ian reflects that around eighty percent of the challenges MSP owners bring to The MSP Growth Hub trace back to a leadership opportunity rather than a team problem. He and Stuart discuss the difference between a peer group and a structured programme, and how pausing to look back at progress is often the moment clients realise how far they have actually come. That pause, built into the Intensive itself, gives them the chance to calibrate against others on the same journey, working towards genuine MSP team alignment rather than isolated effort, and walk away with practical steps rather than vague encouragement.
Julie takes listeners through her session on maximising team dynamics, focused squarely on MSP team alignment through clarity of function and clarity of requirements. She shares a memorable exercise called There's Been a Breach, where clients were deliberately given incomplete information about roles and responsibilities. The resulting confusion mirrored exactly what happens back in their own businesses when expectations are not clearly set. Julie explains that most people arrive at work wanting to do a good job, and that a leader's role is to set them up to succeed by removing ambiguity around who owns what.
Peter Williamson, newer to The MSP Growth Hub coaching team, brings his background in governance to the conversation. He describes helping clients map every function in their business against the people who currently hold the skills to deliver it, revealing gaps that point directly to training needs or new hires. Peter's simple diagnostic question, asking each team member whether they understand their role and have what they need to do it well, proved to be a powerful starting point for many owners in the room. He also shares a story from one client who, after embedding clearer roles and responsibilities, took a holiday for the first time in three years because their team could confidently carry on without them.
Across all three conversations, a consistent thread emerges. MSP team alignment is not a soft nice to have, it is the mechanism that turns a business from something the owner is trapped inside into something that can scale on its own rhythm. Whether through cascading plans, clarity exercises, or mapping skills against functions, the Intensive gave clients practical tools alongside the confidence to use them.
The episode closes with a reminder that these insights are available to any MSP owner ready to bring more structure to their team. Getting the fundamentals of roles, responsibilities and communication right creates the foundation for sustainable growth, freeing owners to lead rather than firefight.
How to build a high performing technical team, when you do not know where to start by Ian Luckett
STOP Attracting the Wrong People to Your MSP with Julie Hutchison and Ian Luckett
Ready to find out if we're the right fit to help you scale? Book a right fit clarity call: https://go.themspgrowthhub.com/are-we-the-right-fit
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we share one of the most honest and eye-opening conversations we have ever had about a ransomware attack and the devastating impact it can have on an MSP. Ken Roulston joins me to openly discuss the events that led to a real world cyber incident which ultimately cost more than £500,000, challenged every part of the business, and tested the resilience of the leadership team in ways few business owners ever experience.
This conversation is not designed to create fear. It is designed to create awareness. Every MSP owner believes they have the right security in place, the right backups running and the right processes protecting both their own business and their clients. Ken's experience demonstrates why confidence must always be backed up with verification, discipline, and continual improvement.
Ken shares the full story of how a successful acquisition appeared to strengthen the business before a ransomware attack turned everything upside down. What began as a routine business trip quickly became one of the most stressful weekends of his career. A private data centre belonging to the newly acquired business had been compromised, leaving more than forty client environments inaccessible. As the investigation unfolded, it became clear that the attackers had gained access through one of the least protected customer environments before remaining undetected for several months.
One of the biggest lessons from this ransomware attack is that strong technology alone is never enough. Human error, incomplete backup verification and inconsistent security standards combined to create a perfect opportunity for attackers. The discussion explores how backup systems appeared to be functioning correctly while failing to produce recoverable data when it mattered most. It is a reminder that testing your disaster recovery process is every bit as important as performing the backup itself.
Ken explains the difficult decision to negotiate with the attackers after discovering there was no viable way to restore the systems independently. He openly describes the emotional pressure of balancing legal advice, customer expectations, and the financial impact while attempting to recover critical business systems. It is an extraordinary insight into a situation that many MSP owners hope they will never face, although every provider should prepare for the possibility.
As the recovery began, the challenge shifted from retrieving encrypted information to rebuilding more than forty client environments from the ground up. The team worked around the clock for weeks to restore services, rebuild trust and move customers onto more resilient cloud infrastructure. Despite the enormous disruption, the business retained the majority of its recurring revenue and emerged with valuable lessons that continue to shape how Ken advises MSPs today.
Throughout the episode we explore the practical actions every MSP should take immediately. Ken highlights the importance of enforcing minimum security standards across every client, verifying backups regularly, maintaining isolated recovery environments, and investing in your own cybersecurity with the same commitment you expect from your customers. One of the strongest messages throughout the conversation is that MSPs cannot afford to become complacent. Your clients' security directly affects your own business, making security standards a shared responsibility rather than an optional service.
We also discuss how ransomware attacks continue to evolve as cybercriminals become increasingly sophisticated. With artificial intelligence accelerating both defensive capabilities and cyber threats, MSPs must continually review their security posture, educate their teams, and ensure every client understands the importance of maintaining modern cybersecurity standards. Building resilience is no longer about reacting to incidents. It is about creating systems, habits and leadership that reduce risk long before an attack occurs.
If you are responsible for protecting client environments, leading an MSP or planning future growth, this episode offers valuable lessons drawn from genuine experience rather than theory. Ken's willingness to share one of the most difficult periods of his career provides an opportunity for every MSP owner to strengthen their own business before a ransomware attack forces those lessons upon them.
The conversation serves as a powerful reminder that preparation, leadership and continual improvement remain the strongest defence against an ever-changing threat landscape. Every MSP can learn from this experience and use these lessons to build greater confidence, stronger security and a more resilient business for the future.
Connect with Ken Roulston through LinkedIn.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore one of the most powerful leadership skills any MSP owner can develop: self-awareness. While many business conversations focus on strategy, sales, systems, and growth, this discussion takes a different path. I am joined by leadership coach Julie Hutchison and Managing Director of Mark1 IT Mark Stevens to unpack how self-awareness impacts you, your team, and ultimately the success of your business.
The conversation begins with Mark sharing his own leadership journey and the challenges he experienced as his business grew. Like many MSP owners, he found himself frustrated when team members did not perform in the way he expected. He wanted people to move at the same speed, think in the same way, and approach challenges with the same intensity. Over time, that created pressure, frustration, and a growing disconnect between what he wanted from his team and what they were able to deliver.
What makes this episode particularly valuable is Mark's honesty. Rather than focusing on what was wrong with his team, he reflects on what he discovered about himself. Through coaching, reflection, and experience, he began to understand that many of the challenges within the business were connected to the way he was showing up as a leader. This realisation became the starting point for meaningful change.
Julie explains that self awareness is not simply about understanding your personality. It is about recognising the impact your behaviour has on other people. Every leader influences the confidence, motivation, and performance of their team. When leaders become more aware of how they communicate, react under pressure, and set expectations, they create an environment where people can thrive.
A key moment in the discussion centres around behavioural profiling and understanding different communication styles. Mark shares how learning about his DISC profile helped him recognise that not everyone thinks, works, or processes information in the same way. What felt obvious and straightforward to him often felt overwhelming or unclear to others. Developing greater self-awareness allowed him to adapt his communication and lead people more effectively.
The conversation also explores the relationship between self-awareness and emotional intelligence. Mark talks openly about recognising the impact of stress, fatigue, and even lifestyle choices on the way he interacted with his team. Rather than allowing frustration to dictate his behaviour, he learned to pause, reflect, and respond more intentionally. This shift created stronger relationships and helped build trust throughout the business.
One of the most powerful themes throughout the episode is the idea that leadership starts with personal responsibility. It is easy to blame team members when results are not where you want them to be. It takes courage to hold up the mirror and ask what role you might be playing in the situation. Julie introduces the concept of "Can't, Won't, Don't", a framework that helps leaders understand whether team members lack capability, confidence, motivation, or clarity. Instead of assuming people are underperforming, leaders are encouraged to become curious and seek understanding.
As self-awareness increases, leaders become better equipped to identify the real barriers holding their teams back. They stop reacting emotionally and start creating conditions where people can succeed. This leads to improved communication, stronger accountability, and greater engagement across the organisation.
Mark also shares how greater self-awareness transformed the culture inside Mark1 IT. What was once a source of frustration became a business environment he genuinely enjoys. Team members became more confident. Conversations became more productive. The business became more structured and aligned. Most importantly, people started taking ownership and making decisions with confidence.
The discussion highlights another important lesson for MSP owners. Self-awareness is not a destination. It is an ongoing process. Every stage of business growth brings new challenges, new responsibilities, and new opportunities for personal development. The leaders who continue to learn, reflect, and adapt are the ones who create sustainable success for themselves and their teams.
Throughout the episode, Ian, Julie, and Mark remind us that people are the most valuable asset in any business. Systems, technology, and processes all matter. Yet the way leaders think, behave, and communicate has a profound impact on everything else. When leaders invest in their own growth, they create ripple effects that influence culture, performance, and long-term business results.
If you have ever found yourself frustrated with your team, questioning why people are not taking ownership, or wondering why progress feels slower than it should, this episode offers a valuable perspective. It provides practical insights, honest reflections, and powerful reminders that leadership begins with understanding yourself first.
Self-awareness creates clarity. Clarity builds confidence. Confidence helps people perform at their best. When leaders embrace that journey, they create stronger businesses and more fulfilling places to work.
Connect with Mark Stevens through LinkedIn and his website.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of the IT Experts Podcast, we explore one of the most overlooked opportunities for MSP growth: exhibitions and events. If you have ever invested time and money into a trade show, only to come away wondering whether it was worth it, this conversation with Steve Lloyd is essential listening.
Many MSP owners know they need to get out into the market, meet potential clients, build relationships, and generate fresh opportunities. The challenge is that exhibitions can often feel uncomfortable, especially for technical founders who are far more confident discussing technology than approaching strangers in a busy exhibition hall. The result is that many businesses turn up with a couple of banners, a table full of brochures, and a hope that the right people will stop by. According to Steve Lloyd, that approach is exactly why so many exhibitors fail to see a return on their investment.
Throughout this episode, Steve Lloyd shares a completely different way of thinking about exhibitions. Rather than viewing them as a one-day event, he encourages MSPs to see them as part of a much larger business development process. Success begins long before the doors open and continues long after the exhibition has finished.
One of the most powerful insights from the conversation is the idea that you are not simply renting a stand. You are creating a temporary shop inside a temporary shopping centre. When viewed through that lens, everything changes. You start thinking about customer experience, visibility, engagement, staff preparation, and follow up. You begin asking better questions about what success actually looks like and how you can create meaningful conversations with the people who matter most.
Steve Lloyd explains that many exhibitors make the mistake of accepting the standard setup provided by the venue. Tables become barriers. Brochures create clutter. Team members sit behind their stand waiting for visitors to approach. Unfortunately, that approach rarely creates energy, excitement, or engagement.
Instead, Steve Lloyd encourages businesses to take ownership of their space. Every element of the stand should support a clear message. Visitors should immediately understand who you help, what problem you solve, and why they should engage with you. Simplicity becomes a competitive advantage. Clear messaging consistently outperforms complicated explanations and technical jargon.
The discussion also highlights an important challenge many MSP owners face. Technical expertise does not automatically translate into effective communication. It is easy to fall into the expert trap and overwhelm prospects with information. Steve Lloyd explains that successful exhibitors learn how to simplify complex ideas and connect with people who may have very little technical knowledge. Confidence comes from clarity, and clarity helps create stronger conversations.
Another key theme throughout the episode is preparation. Steve Lloyd introduces what he calls the Exhibition Life Cycle, a framework built around preparation, promotion, execution, and follow up. Each stage plays a critical role in determining the overall success of an exhibition.
Preparation involves far more than ordering banners and booking accommodation. It includes defining objectives, developing messaging, planning customer journeys, training staff, preparing follow up processes, and ensuring there are no surprises on the day. The more preparation that happens in advance, the more confident and effective your team becomes during the event itself.
Promotion is another area where many businesses leave opportunities on the table. Steve Lloyd encourages exhibitors to build anticipation before the event begins. The most successful stands create awareness and excitement before visitors even arrive at the venue. This helps maximise engagement and creates momentum throughout the event.
When it comes to execution, the conversation focuses heavily on human interaction. While games, competitions, and attractions can help capture attention, Steve Lloyd believes that well trained staff remain the most valuable asset on any exhibition stand. Great conversations consistently outperform gimmicks when it comes to building trust and generating quality leads.
The discussion also challenges the traditional approach to exhibition competitions. Rather than offering prizes that attract everyone, Steve Lloyd recommends prizes that attract the right people. A free workshop, assessment, training session, or educational event creates far more value than generic prizes that have no connection to your expertise. The goal is to bring prospects into your world and allow them to experience the value you provide.
Perhaps the most important takeaway from this episode is that exhibitions are not about making immediate sales. They are about starting meaningful conversations with the right people. Every interaction becomes part of a larger relationship building process that continues long after the exhibition has ended.
If you want to generate better results from your next event, this conversation with Steve Lloyd provides a practical framework you can implement immediately. From creating stronger messaging and improving stand design to building effective follow up systems, the advice shared in this episode will help you approach exhibitions with greater confidence, structure, and purpose.
Whether you are attending your first trade show or looking to improve the return on events you already invest in, the lessons from Steve Lloyd offer a clear roadmap for turning exhibitions into a powerful growth channel for your MSP.
Connect with Steve Lloyd through LinkedIn and his website.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I sit down with Ken Roulston to explore a topic that many MSP owners know they should be paying attention to, yet often leave until much later than they should. Governance.
Now, before you switch off thinking this is a subject reserved for larger businesses, stay with me. This conversation is one of the most important discussions we've had around protecting the value of your MSP, reducing unnecessary risk and building a business that is genuinely attractive to a future buyer.
Ken brings a huge amount of experience to this conversation. Having built and successfully exited a £17 million MSP, he has seen first hand what separates valuable businesses from those that struggle to achieve the valuation their owners expect. Through his work with MSPs across the UK and Ireland, Ken regularly helps business owners understand the factors that drive value and the mistakes that can quietly destroy it.
One of the points I often make is that every MSP owner will eventually sell their business. Whether that happens in five years, ten years or twenty years is almost irrelevant. At some stage, ownership changes hands. The question is whether you will be rewarded properly for all the hard work, investment and sacrifice that went into building it.
That is where Governance comes in.
Throughout our conversation, Ken and I unpack why Governance is far more than a compliance exercise. Good Governance creates confidence. It gives buyers reassurance. It reduces risk. It demonstrates professionalism. Most importantly, it helps you build a stronger business today, regardless of whether an exit is anywhere on your immediate horizon.
We begin by looking at financial Governance and why understanding your numbers is only part of the story. Many MSP owners can tell you their monthly revenue and profitability. Far fewer fully understand the financial responsibilities that come with being a company director. Ken explains the importance of financial controls, cashflow management, solvency and proper accounting practices. These are not optional activities. They are part of your legal responsibility as a business owner.
We also discuss how poor financial Governance can raise serious red flags during an acquisition. Buyers want confidence that a business is being managed professionally. Strong reporting, clear approval processes, documented decisions and consistent financial management all contribute to a stronger valuation and a smoother due diligence process.
From there, we move into legal Governance, which is often where hidden problems begin to emerge. Ken shares examples of acquisitions where customer contracts, supplier agreements and employee terms created unexpected complications. In some cases, a single clause buried within a contract was enough to significantly impact the value of a deal.
One example in particular highlights how an overlooked contract clause could force a buyer to seek approval from every customer before completing an acquisition. It is a powerful reminder that Governance is not about having paperwork in place. It is about understanding exactly what those documents mean and how they affect the future of your business.
We also spend time discussing employee Governance. As MSP owners, our people remain our greatest investment and often our largest cost. Strong Governance creates clear expectations, supports accountability and helps protect both employees and the business. Ken explains why current employment contracts, documented processes and professional HR support are essential if you want to build a resilient organisation.
Towards the end of the episode, we broaden the conversation into business risk. This is an area we regularly help MSP Growth Hub members address because many business owners spend their days helping clients manage risk while overlooking risks within their own organisations.
Ken shares practical examples of the risks every MSP should be assessing, including customer concentration, supplier dependency, cashflow exposure and operational vulnerabilities. We discuss why creating a risk register does not need to be complicated and how taking time to identify potential threats can significantly improve decision making and business resilience.
If you want to build a stronger MSP, improve its future value and avoid the costly mistakes that catch many owners out during an exit process, this episode is packed with practical insights. Governance may not be the most glamorous topic in business, although it could be one of the most valuable conversations you will have this year.
As Ken says throughout the discussion, buyers are looking for confidence, credibility and professionalism. Good Governance helps you demonstrate all three.
Connect with Ken Roulston through LinkedIn and his website.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I continue our Get Your Time Back series by tackling one of the biggest challenges I see MSP owners facing every single day, becoming the default decision-maker in their business.
If your team comes to you for every answer, every approval, every problem, and every decision, there is a good chance you've become the bottleneck without even realising it. The frustrating part is that most MSP owners believe they have a workload problem when in reality they have a leadership pattern that is holding the business back.
Throughout this episode, I explain why being overwhelmed is often less about the amount of work and more about how decisions flow through the business. When every road leads back to you, growth slows down, confidence across the team drops and you end up spending your days firefighting rather than leading.
I share why teams naturally mirror the behaviour of their leaders. If you are constantly stepping in to rescue situations, provide answers and solve problems, your team will quickly learn that the easiest option is to come straight to you. Before long, you find yourself carrying the weight of every decision while capable people around you stop trusting their own judgement.
One of the key concepts I explore is the difference between a parent to child relationship and an adult to adult relationship inside your MSP. When leaders constantly provide solutions, they unintentionally create dependency. When leaders coach instead of rescue, they create ownership, accountability and confidence. That shift is where real growth begins.
We also look at why many people hesitate to step forward and make decisions. In most cases it comes down to fear. Fear of getting something wrong. Fear of making a mistake. Fear of looking silly in front of colleagues or clients. If every challenge is immediately taken away from them, that fear never gets challenged and confidence never grows.
I share a simple but powerful analogy about learned behaviour and how teams can become conditioned to operate below their potential. Over time, people stop looking for solutions because they believe someone else will provide them. If that someone is always you, becoming the default decision-maker becomes a cycle that gets harder and harder to break.
The cost of staying in that position is significant. It limits growth, slows progress and prevents you from spending time on the strategic activities that will move your MSP forward. More importantly, it prevents your team from developing into the confident, capable people you need them to become.
That is why I introduce one of the coaching frameworks we use inside The MSP Growth Hub, the GROW model. This simple approach helps leaders stop rescuing and start coaching. It gives your team the opportunity to think, solve problems and take ownership while allowing you to step back from being the default decision-maker.
We walk through each stage of the framework, from defining the goal and understanding the reality, through to exploring options and agreeing the way forward. When used consistently, this approach can transform the quality of conversations inside your business and help create a culture where people take responsibility rather than waiting for instructions.
I also share practical techniques you can start using immediately, including one simple habit that can dramatically reduce interruptions throughout your day. It starts with resisting the urge to answer every question straight away and instead helping people think through the solution themselves.
If you are serious about getting your time back, building a stronger leadership team and creating a business that works for you rather than you working for it, this episode will give you practical ideas that you can start implementing today.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I kick off a brand-new two-part series focused on one of the biggest frustrations MSP owners face, how to get your time back. If you constantly feel busy, overwhelmed, reactive, or like your week disappears before you have made any real progress, then this episode is for you. I want to help you stop confusing activity with achievement and start focusing on the things that genuinely move your MSP forward.
Every day inside The MSP Growth Hub, we speak to MSP owners who are stretched in every direction. They are buried in emails, firefighting problems, approving decisions, and carrying the weight of the business on their shoulders. The challenge is that being busy creates the illusion of progress. Ticking tasks off a list feels productive. Clearing your inbox feels satisfying. Yet none of it guarantees that you are building a business that gives you more freedom, more profit, or more control over your future.
In this episode, I unpack why so many MSP owners stay trapped in reactive mode for years and how that slowly impacts growth, leadership, confidence, and even mental wellbeing. I talk openly about the habits, behaviours, and leadership patterns that stop owners from creating space to think strategically and lead effectively. If you want to get your time back, there has to come a point where you stop measuring success by how hard you are working and start measuring success by the outcomes you are creating.
One of the most important ideas I explore in this episode is strategic thinking time. Years ago, someone once told me that leaders need time to think. At the time, I thought it sounded ridiculous because there was always work to do, clients to support, and targets to hit. Looking back now, it was one of the most valuable lessons I have ever learned. If you never create space to think clearly, plan properly, and focus on the bigger picture, you stay stuck reacting to everyone else's priorities instead of leading your business forward with intention.
I also share practical lessons around protecting your time and becoming more disciplined with your diary. If you want to get your time back, you need to treat your own thinking time with the same level of importance as a client meeting. You need to stop allowing interruptions, distractions, and reactive requests to consume every available hour in your week. Strategic time cannot be something you fit in when everything else is finished because everything else is never finished.
Another huge theme in this conversation is leadership and empowerment. Many MSP owners unintentionally train their teams to rely on them for every decision. Over time, that creates bottlenecks, frustration, and dependency across the business. I explain why creating clear decision filters and empowering your team to think independently is one of the fastest ways to reduce pressure and improve performance. When your people feel trusted and supported to solve problems themselves, the business becomes stronger and you create the space needed to focus on higher value work.
I also dive into the importance of measuring what actually matters inside your MSP. Too many businesses stay focused on symptoms instead of identifying root causes. Whether it is inconsistent delivery, project issues, poor accountability, or operational inefficiency, lasting improvement only happens when you step back and understand what is really driving the problem. This is where leadership, process, and accountability all connect together.
Artificial intelligence and automation also come into the conversation. There is a huge amount of excitement around AI right now, although I share a grounded perspective on what it can and cannot do. AI is not a magic fix for broken businesses. Before you automate anything, you need clear processes, strong structure, and a business that already understands how it should operate. Technology can accelerate progress, although it still relies on strong foundations underneath it.
One of the most practical parts of this episode is where I explain the difference between £10 tasks, £100 tasks, and £1,000 tasks. So many MSP owners spend their week trapped inside low value admin work that could be automated, delegated, or removed completely. If you truly want to get your time back, you need to consistently move yourself towards the work that creates the biggest impact for your business, your team, and your future.
This episode is packed with practical ideas to help you protect your time, improve your leadership, and create more focus inside your MSP. My goal is to help you stop being a busy fool and start building a business that genuinely works for you rather than you working for it. When you create space to think strategically, empower your people properly, and focus on what truly matters, growth becomes far more sustainable and far more enjoyable.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we go beyond recruitment and explore what it really takes to attract and retain the right staff in your MSP.
Many MSP owners tell us that finding good people feels harder than ever. They advertise roles, interview candidates, and still end up wondering why the right people are not applying, or why talented team members leave after a short period of time.
The truth is that attracting and retaining the right staff starts long before you post a job advert.
In this conversation, I am joined by Zoe Chatley, founder of The Channel Recruiter, who specialises in helping businesses across the IT channel recruit exceptional people. Zoe brings more than 20 years of recruitment experience and shares practical insights that every MSP owner can apply straight away.
We begin by exploring why recruitment has changed so much. Candidates are no longer looking only at salary and job titles. They are thinking much more carefully about the type of company they want to work for, the culture they want to be part of, and whether the business genuinely values its people.
That means if you want to attract and retain the right staff, you need to think like a marketer.
Your future employees are researching your business in exactly the same way that prospects research your services. They visit your website, review your LinkedIn presence, read employee feedback, and look for evidence that your business offers a positive and supportive place to work.
This is where employer branding becomes incredibly important.
Employer branding is much more than your logo or the design of your website. It is the reputation your business has as a place to work. It includes the way your team talks about the business, the stories you share online, and the consistency between what you say and what your employees experience every day.
Zoe explains that one of the strongest tools available to MSPs is their Employee Value Proposition, often called the EVP.
Your EVP is the complete package of benefits, flexibility, support, and opportunities you offer to your team. This includes hybrid working, holiday entitlement, healthcare, career development, flexibility for family life, and the little things that make people feel trusted and valued.
When you want to attract and retain the right staff, your EVP needs to be clear, meaningful, and visible.
It should appear in your job adverts, on your website, throughout your interview process, and in the everyday experience your employees have once they join your business.
We also discuss company culture and why it plays such a critical role.
Culture is what people experience when they work in your business. It is how people communicate, how leaders behave, and how the team supports one another.
One of the simplest ways to measure your culture is by looking at staff retention. If talented people stay with you for many years and speak positively about the business, that is usually a very strong sign that your culture is healthy.
Values are another essential part of this process.
Your company values act as your internal compass. They guide decisions, shape behaviour, and help you identify people who align naturally with your business.
When you attract and retain the right staff, you are looking for individuals whose values match your own. Skills can be developed. Character, attitude, and integrity are much harder to teach.
One of the most valuable parts of this episode is Zoe's perspective on transferable skills.
If you are struggling to recruit within the IT industry, there are exceptional people outside the channel who may be a perfect fit. Sales professionals, customer service specialists, and technically minded individuals from other sectors often bring fresh energy, resilience, and strong people skills.
With the right support and development, these individuals can become some of your strongest team members.
As Zoe says, do not hire for need. Hire for strength.
That one idea can completely change the way you build your team.
If you want to attract and retain the right staff, start by reviewing your culture, clarifying your values, strengthening your EVP, and telling your story more confidently.
The businesses that do this consistently become magnets for the right people.
And when you have the right people in the right seats, growth becomes much easier.
Connect with Zoe Chatley through LinkedIn HERE or through their website HERE. You can also send her an email at zoe@thechannelrecruiter.co.uk.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I want to help you break free from one of the biggest growth blockers I see in the MSP world, the MSP Owner Bottleneck. If you constantly feel pulled into every issue, every escalation, every client conversation, and every decision inside your business, then this episode is for you. I unpack why so many MSP founders become the superhero inside their organisation, how that behaviour develops over time, and why it eventually limits scale, leadership growth, profitability, and even the long-term value of the business itself.
For many MSP owners, the MSP Owner Bottleneck starts with good intentions. In the early years, you are the technical expert, the trusted advisor, the problem solver, and the person clients rely on when things go wrong. That level of involvement often helps build the business initially because clients trust you personally and your team leans on your experience to navigate difficult situations. Over time though, this creates a dangerous dependency where everything flows back through you. Every important decision, every escalation, and every challenge eventually lands on your desk.
In this conversation, I talk openly about the role of the superhero founder inside MSPs. Many owners spend years stepping in to save projects, solve client issues, rescue support situations, and make decisions that nobody else feels confident making themselves. The challenge is that while this creates short term stability, it stops the business from developing real leadership depth. Teams stop taking ownership because they know the owner will eventually step in and fix things anyway. Clients continue contacting you directly because they have been trained to do so. Before long, the MSP Owner Bottleneck becomes stronger every year, leaving the business stressful, reactive, and difficult to scale.
One of the key messages I share in this episode is that what helped you build your MSP will not necessarily help you scale it. Many founders eventually reach a point where the business no longer supports the life or goals they originally wanted because too much depends on them personally. You may have built a successful MSP that generates revenue and supports a team, although growth begins to stall because leadership and accountability have never been fully distributed throughout the organisation. The result is an MSP owner constantly firefighting, permanently busy, and struggling to focus on strategic growth.
I also explore how the MSP Owner Bottleneck impacts employee engagement, accountability, and leadership development. When team members never receive real ownership or authority, they struggle to grow into stronger leaders. Senior engineers and managers begin waiting for approval rather than making confident decisions themselves. Escalation replaces ownership. I explain why ambitious employees often leave environments where they cannot grow, while others remain stuck operating below their full potential. This creates a cycle where recruitment becomes reactive rather than strategic, adding even more pressure onto the founder.
Another important area we unpack is the relationship between MSP owners and their clients. Many founders unintentionally train clients to contact them directly for support, reassurance, or decision making. While this can feel valuable in the short term, it weakens the trust clients have in the wider business. I explain why scalable MSPs create trust in systems, processes, leadership teams, and structure rather than relying entirely on the founder relationship. This shift becomes essential for any MSP that wants stronger operational maturity, improved scalability, and higher business valuation in the future.
I also spend time discussing the emotional side of leadership and the role ego quietly plays inside growing MSPs. Being the person who fixes everything can feel rewarding. It creates a sense of importance, control, and security. For technically minded founders especially, stepping away from that role can feel uncomfortable because the business has been built around your expertise for years. Real growth happens when you begin empowering others, creating accountability, and allowing leaders inside the organisation to own outcomes confidently.
Throughout the episode, I share practical ways to reduce dependency and build stronger leadership structure inside your MSP. We talk about redirecting client communication through proper channels, allowing managers to own difficult conversations, encouraging team members to bring solutions instead of problems, and building a healthier rhythm of accountability across the business. These small changes create massive leverage over time.
One of the strongest points I make in this episode is that scaling an MSP requires a move away from reactive heroics and towards proactive structure. Accountability, consistency, communication, and leadership development become the foundations of sustainable growth. When your leadership team feels trusted and empowered, the business becomes calmer, more scalable, and significantly more valuable.
The MSP Owner Bottleneck also directly affects exit planning and business valuation. Buyers look carefully at leadership depth and operational independence when assessing MSPs. Businesses heavily dependent on the founder carry greater risk and often achieve lower valuations. In contrast, MSPs with strong systems, empowered leaders, and operational consistency become far more attractive acquisition opportunities. Building a business that can thrive without constant founder involvement creates genuine transferable value and far more long-term options.
This episode is a reminder that sustainable growth does not come from working harder or rescuing more situations personally. It comes from building leaders, creating structure, and developing a business that can operate successfully without depending on one individual for every outcome. If you recognise yourself inside the MSP Owner Bottleneck, this conversation will give you practical ideas, clarity, and confidence to begin making the shift.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore what it really takes for MSPs to build a strong foundation in cybersecurity, compliance, and resilience in a world where risk is constantly evolving. In this special roundtable session, I am joined by Neil Smith, Gene Kim, and David Clarke, who each bring deep, practical experience from the front line of cybersecurity and compliance within the MSP space.
You will hear how the role of the MSP has shifted from simply managing IT systems to becoming a central part of how businesses manage risk. As Neil Smith shares from his own journey, the demand from clients has changed significantly. Businesses are no longer asking for technical support alone. They want reassurance that they are protected, aligned with standards, and prepared for whatever may come next. This is where cybersecurity, compliance, and resilience come together as a core offering rather than an add on.
Gene Kim expands on this by highlighting how trust is now directly linked to revenue. Clients expect MSPs to provide clear visibility, consistent reporting, and confidence that systems are secure and recoverable. This is not about tools alone. It is about outcomes. MSPs are now expected to help clients prove they are operating securely, not only for their own peace of mind, though also for insurers, auditors, and stakeholders.
A strong theme throughout the conversation is education. As Neil Smith explains, many businesses still believe they are not a target or that basic protection is enough. The role of the MSP is to guide clients through understanding their risks in a calm and structured way. This is not about creating fear. It is about building awareness and helping clients make informed decisions that support long term stability.
David Clarke brings a valuable perspective on compliance and governance. He highlights how frameworks such as GDPR and Cyber Essentials provide a strong foundation, though they are not a one-off exercise. Cybersecurity, compliance, and resilience require continuous attention. It is similar to securing your home. You do not lock the door once and forget about it. You maintain awareness and take responsibility over time.
The conversation also explores the importance of clearly defined responsibility. MSPs play a critical role in implementing and managing systems, though the ownership of risk always sits with the client. David Clarke reinforces that understanding who owns the risk leads to stronger, more productive conversations. When this is clear, businesses can make better decisions and avoid confusion during critical moments.
Supply chain security is another key focus. With MSPs relying on a growing number of vendors and tools, every decision introduces potential exposure. Gene Kim and Neil Smith both emphasise the need for transparency, trust, and careful evaluation when selecting partners. It is not only about functionality. It is about reliability, communication, and how those vendors respond when something goes wrong.
When the discussion moves to incident response, the tone becomes even more practical. Every MSP needs a clear and well understood plan. David Clarke explains the importance of rapid escalation, strong leadership, and access to the right expertise at the right time. Decisions need to be made quickly, often with incomplete information, and preparation makes all the difference.
Neil Smith adds that these conversations should happen before an incident occurs. Working through scenarios with clients, even in a simple tabletop format, can highlight gaps and build confidence. Gene Kim reinforces this by stressing the importance of having systems that can recover quickly and maintain control during an incident.
Resilience is the thread that connects everything discussed in this episode. It is not enough to reduce risk. Businesses need to be able to continue operating when challenges arise. Cybersecurity, compliance, and resilience work together to create that outcome. When done well, they provide stability, confidence, and a platform for growth.
This episode makes one thing very clear. MSPs who fully embrace cybersecurity, compliance, and resilience will stand out. As Neil Smith demonstrates through his own positioning, this creates a powerful advantage in the market. It builds trust, strengthens relationships, and supports long term success.
If you want to position your MSP as a trusted advisor and create a more secure, scalable business, this episode offers clear and practical direction. Focus on the fundamentals, build strong frameworks, educate your clients, and keep refining your approach. Over time, this creates a business that not only protects clients, though also grows with confidence.
Connect with Neil Smith through LinkedIn HERE.
Connect with Gene Kim through LinkedIn HERE.
Connect with David Clarke through LinkedIn HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore why the 2026 MSP Show in London is becoming one of the most valuable events for MSP owners and their teams who want clarity, direction, and real progress in their business. I am joined by Aaron Fletcher and Alexandra Harris, the driving force behind the event, who share what makes this year's show such a powerful opportunity for growth.
This is not about turning up to another event and walking away with a bag of merchandise. This is about making a conscious decision to invest time in learning, connecting, and building momentum.
The 2026 MSP Show brings together MSP owners, senior leaders, and technical teams in a way that feels both structured and flexible. As Alexandra Harris explains, the event has been designed to give attendees the freedom to move, choose, and engage with the sessions that matter most to them. You are not being pushed from one session to another. You are given space to think, learn, and connect in a way that suits your style.
Aaron Fletcher shares how the event continues to evolve each year, bringing fresh ideas, more energy, and a stronger focus on delivering value. This is not a static conference. It is a living environment that reflects what MSPs actually need right now. That energy creates a completely different experience, one that feels closer to a collaborative space than a traditional event.
What stands out immediately about the 2026 MSP Show is the focus on value. Every session is designed to give you something practical that you can take back and apply. There is no filler content and no product pitching disguised as education. Instead, you will hear from industry experts who understand the real challenges MSPs are facing and who are there to guide you forward with clarity and confidence.
One of the strongest elements of the 2026 MSP Show is the way it has been built around real feedback from the MSP community. Alexandra Harris explains how the team gathered input from across the industry to shape the agenda, ensuring the topics are relevant, timely, and aligned with the current challenges MSPs face. This approach means you are far more likely to leave with ideas that create immediate impact.
Another powerful reason to attend the 2026 MSP Show is the opportunity to connect with others in the industry. Running an MSP can feel isolating at times. Being in a room with people who understand your challenges creates a different level of energy. Conversations that start casually can quickly turn into valuable partnerships, new ideas, or solutions to problems that have been sitting unresolved for months.
This year, the introduction of MSP hot topic roundtables adds another layer of value. As Aaron Fletcher highlights, these smaller group discussions create space for honest conversations and shared experiences. You are not sitting quietly in a large audience. You are actively contributing, learning from others, and gaining insights that are directly relevant to your situation.
The 2026 MSP Show also creates a balance between learning and experience. There is a strong sense of energy throughout the event, with opportunities to network, explore new ideas, and step away from the day to day demands of running your business. When you give yourself space to think, you make better decisions. When your team is involved, they gain clarity on the direction of the business and feel more aligned with where you are heading.
From a strategic perspective, attending the 2026 MSP Show is not a cost. It is an investment. When approached with intention, it becomes a project. You can plan who you want to meet, which sessions will support your goals, and how you will follow up afterwards. This is where the real return comes from. The conversations you have, the ideas you capture, and the actions you take afterwards all contribute to the growth of your MSP.
There is also significant value in the co-located Service Desk and IT Support Show, which Aaron Fletcher and Alexandra Harris explain has been running for decades and brings together a wider ecosystem of tools, vendors, and expertise. This creates an environment where both the commercial and technical sides of your business can grow together.
Ultimately, the 2026 MSP Show is about helping you step back, reset your thinking, and move forward with purpose. With insights from Aaron Fletcher and Alexandra Harris, this episode gives you a clear view of what is possible when you surround yourself with the right people, the right ideas, and the right opportunities.
If you are serious about building a business that works for you and not the other way around, this is your opportunity to take action.
Register to join the 2026 MSP Show HERE.
Connect with Aaron Fletcher HERE and with Alexandra Harris HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I sit down with Mit Patel, Darren Strong, and Paul Green for a powerful panel discussion focused on one of the biggest challenges MSP owners face, how to stop working in your MSP and start building a business that works for you.
This is a topic I see come up time and time again. Many MSP owners start from a technical background, and before they know it, they are deep in the day to day, solving problems, firefighting, and carrying the weight of the business on their shoulders. If you want to stop working in your MSP, there has to be a conscious shift in how you think, plan, and lead.
Mit kicks things off by sharing something I see all the time. Most MSPs are not spending enough time planning, or they do not know where to start. The truth is, it does not need to be complicated. You need clarity on where you are now and where you want to get to in the next twelve months. From there, it is about breaking that down into simple, consistent actions that move you forward.
Darren builds on this and brings it back to consistency. Without a clear plan, you end up making decisions based on how you feel in the moment. One day you move in one direction, the next day it changes. Over time, that creates confusion across your team and slows everything down. If you want to stop working in your MSP, your plan needs to guide your decisions and shape the behaviour of your business.
Paul then brings in a perspective that I know will resonate with many of you. Too many MSPs are running on hope. Hoping they will find time for marketing. Hoping nothing disrupts the day. Hoping things will improve. That can go on for years. The shift happens when you decide to take control and build something with purpose. If you truly want to stop working in your MSP, you need to carve out time every day to focus on growth and the future of the business.
We also spend time talking about leadership, because this is where things really start to change. I have seen it in my own journey and with the MSPs we support. When your team understands the vision and knows what matters most, everything starts to move faster. Mit shares how aligning the team around clear quarterly priorities creates momentum and builds a culture where people feel part of the success. This is essential if you want to stop working in your MSP and create something that grows beyond you.
Another important part of the conversation is around speed and structure. In the early days, you can change direction quickly. As your business grows, that becomes harder. Paul explains the importance of staying flexible while putting the right systems in place. You need structure to scale, while still keeping enough agility to respond to change. That balance is key if you want to stop working in your MSP and keep moving forward.
Darren then brings it back to operational maturity, and this is where many MSPs hit a wall. You can only rely on hard work for so long. Long hours and constant pressure lead to fatigue, and eventually something has to change. This is often the moment when you realise that what got you here will not get you there. To stop working in your MSP, you need systems, measurement, and accountability that support consistent performance.
We also explore what is happening in the world of marketing and AI. There is a lot of noise right now, and it is easy to get distracted. Paul makes it clear that while AI is a powerful tool, it does not replace clear thinking. The fundamentals still matter. You need to understand your ideal client, communicate clearly, and build trust. When your marketing works properly, it creates a steady flow of opportunities, which is a huge step towards being able to stop working in your MSP.
We finish the episode with some simple actions that you can take straight away. Paul talks about finding time every day to work on your business. Mit suggests blocking out dedicated time each week for planning. Darren reinforces the importance of accountability and making sure you follow through on what you commit to.
When you bring all of this together, planning, leadership, consistency, and accountability, you create a business that no longer relies on you being involved in everything. That is the goal. To stop working in your MSP is about building something with clarity and structure, where the business continues to grow, whether you are there or not.
Connect with Mit Patel on LinkedIn HERE and discover more about Assurix HERE.
Connect with Darren Strong HERE. You can also visit his website HERE and stream the Scale Up podcast HERE.
Connect with Paul Green on LinkedIn HERE. You can also explore his website HERE and tune into his MSP Marketing Podcast HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I want to share something that I know many MSPs have either overlooked or been unsure about, and that is R&D tax relief for MSPs, and how it could potentially put thousands back into your business when approached in the right way.
I am joined by Jack Davies, who has been working closely with our community for several years now, helping MSPs understand how R&D tax relief for MSPs actually works in practice. I will be honest, when I first came across this, I was sceptical. Like many of you, I wanted to be sure this was credible, compliant, and something that genuinely added value to a well-run MSP. What I have seen since then, through the results of our clients and the conversations we have had, is that when it is done properly, it can be a powerful opportunity.
We start by getting clear on what R&D tax relief for MSPs really is. It is not a quick win or a shortcut. It is a structured incentive designed to reward businesses that are solving technical challenges and pushing things forward. When you look at it through that lens, it starts to make a lot more sense for MSPs, because that is exactly what many of you are doing every single day.
As we go deeper into the conversation, it becomes clear that a lot of MSPs are already carrying out qualifying work without realising it. Whether it is system integrations, cloud migrations, automation, cyber security projects, or bringing AI into client environments, these are not always straightforward. They involve testing, iteration, and problem solving. This is where R&D tax relief for MSPs starts to become highly relevant, because it focuses on the effort involved in overcoming technical challenges.
One of the most important parts of this conversation is understanding what does not qualify. Straightforward, plug and play work is not what we are talking about here. This is about those moments where your team has to think differently, where there is no obvious answer, and where you are working through uncertainty to find the right solution. Getting clear on this gives you the confidence to approach R&D tax relief for MSPs in a way that protects your reputation and keeps everything above board.
Something that I found particularly interesting, and I know many of you will as well, is the areas that often get overlooked. Internal projects, ongoing improvements, and even the costs around software and subcontractors can all form part of the bigger picture. Many MSPs focus purely on client work, yet a lot of innovation is happening behind the scenes. When you start to recognise that, the opportunity around R&D tax relief for MSPs becomes much broader.
We also spend time talking about how this works in practice. It is not about pointing at one project and saying that is the number. It is about looking across your year, understanding where time and effort has gone into solving technical challenges, and building a fair and reasonable view of that work. This is where having good structure in your business really helps, from tracking projects through to keeping your financials organised.
There have also been some changes to the scheme over the past couple of years, and I wanted to make sure we addressed that clearly. The key takeaway is that the fundamentals of R&D tax relief for MSPs have not been reduced. If anything, they have become more structured. The updates are there to improve the process, create consistency, and make sure everything is handled properly. For you as an MSP owner, that means more clarity and a more stable framework to work within.
We also talk openly about best practice and what to watch out for. There are still people in the market making bold claims and overpromising. My advice is simple, protect your reputation. Work with people who understand both R&D and the MSP space, who can explain the process clearly, and who are focused on doing things the right way.
By the end of this episode, my goal is that you feel more confident about R&D tax relief for MSPs, what it is, what it is not, and whether it is something worth exploring further in your business. This is about making informed decisions, staying in control, and recognising the value of the work you are already doing.
Connect with Jack Davies through his LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore what it really takes to build a high performing team inside your MSP, and why so many leaders feel stuck when trying to get there. I am joined by an expert power panel featuring Zoe Chatley, Phylip Morgan, and Julie Hutchison, bringing together real world experience from leadership, recruitment, and growth to give you practical insight into how to move from confusion to clarity when building your team.
The conversation opens with a simple yet powerful truth. Every business is moving from one place to another. The challenge is that many MSP owners have not clearly defined where they are heading. As Phylip Morgan explains, leadership is about moving from here to there, and without that clarity, building a high performing team becomes difficult because no one truly knows what success looks like. Vision is not a corporate exercise. It is a practical tool that gives your team direction, confidence, and purpose.
Julie Hutchison brings this to life by highlighting that most leaders do have a vision, although it is often blurred. Many MSP owners stay on the hamster wheel of doing, without stopping to think about what they really want. Creating a high performing team starts with stepping back and defining a clear, specific outcome that your team can align with and work towards together.
Once that clarity is in place, everything begins to shift. A high performing team is not built through pressure or control. It is built through alignment. When your team understands where the business is going, they can make better decisions, take ownership, and move forward with confidence. This is where leadership becomes less about doing everything and more about guiding others to succeed.
A key theme throughout this episode is accountability. Julie Hutchison explains that accountability is not about pressure. It is about creating an environment where people know what is expected and feel supported to deliver it. A high performing team thrives when individuals are clear on their role, understand what good looks like, and have the confidence to take action within clear guide rails.
Phylip Morgan reinforces this by sharing the importance of clarity in expectations. When people know what is expected of them, have the right tools, and are given the opportunity to do what they do best, performance improves naturally. A high performing team is built on this foundation of clarity, communication, and trust.
Zoe Chatley adds a critical perspective from recruitment and team building. Many MSPs hire out of urgency rather than strategy, which makes it harder to build a high performing team. When you are clear on your vision, you can attract people who believe in what you are building. This creates stronger alignment, better retention, and a team that grows with your business over time.
The panel also highlights the importance of learning through experience. Building a high performing team is not about getting everything right the first time. It is about making informed decisions, learning from mistakes, and refining your approach as your business grows. With the right leadership mindset, these lessons become the foundation for long term success.
What stands out in this episode is how simple the fundamentals really are. Building a high performing team is not about complex frameworks. It is about clarity, consistency, and leadership that creates trust. When you combine these elements, you create a business where people want to contribute, grow, and succeed together.
If you are looking to build a high performing team in your MSP, this episode will help you focus on what truly matters. Start by getting clear on your direction, create the right environment for your people, and lead with intention. The results will follow.
Connect with Zoe Chatley through her LinkedIn by clicking HERE.
Connect with Phylip Morgan through his LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we sit down with Mit Patel to explore what it truly takes to stand out in a crowded MSP marketplace. This is a grounded and practical conversation that cuts through noise and focuses on what actually drives growth, profitability, and long-term success. Mit Patel brings nearly 25 years of experience in the MSP space, having scaled his own business to 8 million in revenue with strong margins, and now supporting the industry in a new way.
Early in the conversation, Mit Patel shares his journey from building an MSP from the ground up through to exit. What becomes clear is that growth is never accidental. Each stage brings a new level of challenge, and success comes from recognising what needs to change as you move forward. From the early milestone of reaching one million in revenue, where investing in sales becomes essential, through to the shift towards structured leadership at scale, Mit Patel highlights the importance of evolving your thinking as your business grows.
One of the key themes Mit Patel emphasises is the role of leadership and structure. As MSPs grow beyond the early stages, the lack of clear roles and accountability often creates bottlenecks. Many owners find themselves involved in everything, which limits their ability to think strategically. Mit Patel explains how building a leadership team and creating consistent rhythms allows you to step back, focus on planning, and unlock the next phase of growth. This shift from being busy in the business to working on the business is where real transformation begins.
The conversation also explores one of the most common challenges MSPs face, which is people. Mit Patel speaks openly about the impact of tolerating underperformance and how this shapes the culture of a business. When standards are not upheld, it sends a message across the organisation. Strong MSPs are built by having the right people in the right roles, with clear expectations and accountability. Mit Patel reinforces the idea that hiring should focus on who someone is, not only what they know. Skills can be developed, yet mindset, communication, and drive are far more difficult to change.
As the discussion moves towards market positioning, Mit Patel addresses the growing issue of sameness across the MSP space. Many providers sound identical to potential clients, leading to decisions being based on price rather than value. This creates a race to the bottom, which is difficult to escape. Mit Patel explains that true differentiation comes from doing things differently and being able to clearly demonstrate that difference. Without this, even the best MSPs struggle to communicate their value effectively.
A powerful part of the episode focuses on trust. Mit Patel highlights that many business owners do not fully understand what their IT provider is doing for them. This creates uncertainty and risk. By improving transparency and providing clear evidence of performance, MSPs can build stronger relationships and position themselves as trusted partners rather than interchangeable suppliers. This shift in perception is critical for long term success.
The role of AI is also discussed as an emerging opportunity. Mit Patel shares that MSPs who can apply AI in a meaningful way to solve real business problems will create a strong competitive advantage. The key is not the technology itself, yet how it is used to deliver outcomes that matter to clients. This again links back to understanding the client's business and communicating in a way that resonates beyond technical language.
Towards the end of the episode, Mit Patel offers practical advice for MSP owners who want to grow. Investing in marketing is highlighted as a key driver of future success, along with the importance of continuous personal development. Growth starts with the owner, and those who commit to learning, improving, and adapting will always create stronger businesses over time.
This episode with Mit Patel is a clear reminder that standing out in the MSP market is not about doing more of the same. It is about clarity, leadership, structure, and the courage to raise your standards. When you focus on these areas, growth becomes more predictable, your team becomes more aligned, and your clients gain confidence in the value you deliver.
If you are looking to build a stronger, more resilient MSP, this conversation will give you the direction and confidence to take the next step.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I talk about what really happens when good teams go wrong and how MSP leaders can rebuild trust, communication, and performance before small issues turn into major challenges. I see this time and time again when working with MSP owners. You invest in great people, you build what feels like a strong team, and then something shifts. Progress slows, frustrations grow, and you start to wonder what has changed. This episode is designed to help you recognise those moments and take practical action.
I am joined by leadership coach Julie Hutchison, who works closely with MSP owners to strengthen their leadership capability and help their teams perform at a higher level. Together we explore why technical ability is rarely the real reason when good teams go wrong. More often it is about how people communicate, how leaders set expectations, and how comfortable teams feel about speaking openly. Many of the warning signs are subtle at first. Meetings feel heavier, decisions take longer, and accountability becomes inconsistent. Over time, these patterns begin to affect momentum and confidence across the business.
Julie explains that trust sits at the heart of every high performing team. When trust is missing, people hold back. They may agree with plans in the room, yet struggle to follow through once they leave. This is not usually about capability. It is about clarity and psychological safety. When good teams go wrong, leaders often notice an increase in conflict, misunderstandings, or even staff turnover. These signals can feel frustrating, especially when you know you have talented individuals who genuinely care about the success of the business.
One of the most powerful ideas we discuss is the importance of balancing empathy with direct challenge. Julie introduces the concept of radical candour, which encourages leaders to show genuine care for their people while also addressing difficult topics honestly. I know from my own experience that many MSP owners avoid these conversations because they do not want to upset anyone. Yet when good teams go wrong, avoiding the issue rarely helps. Clear, respectful communication builds stronger relationships and helps teams stay aligned around shared goals.
We also talk about the role of self-awareness. Running an MSP comes with pressure and responsibility, and it can be tempting to look for quick operational fixes when performance dips. However, meaningful change often begins with the leader taking a step back and reflecting on their own behaviour and communication style. When good teams go wrong, modelling openness and vulnerability can create a positive ripple effect. It encourages others to be honest, take ownership, and recommit to working together.
Another important point is that successful teams are not built on everyone being the same. Different strengths and perspectives bring balance and innovation. The key is helping people understand each other and learn how to work through disagreement in a healthy way. When teams develop this understanding, they become more resilient and more focused on achieving results together.
As we wrap up the conversation, Julie and I emphasise that rebuilding trust takes intention and consistency. Leaders need to create space for honest dialogue, reinforce accountability, and help teams reconnect with their purpose. When good teams go wrong, there is always an opportunity to rebuild stronger foundations. MSP owners who take this approach often see renewed energy, better collaboration, and greater confidence as they continue to grow their business.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore why many MSP owners are sitting on easy money without realising the scale of the opportunity already inside their existing client base. This practical break fix edition is designed to give you clarity, structure, and a clear set of actions you can take straight away to improve profitability, strengthen relationships, and build more predictable growth.
A common challenge for MSPs is the hesitation around commercial conversations. You may have built strong technical trust with your clients over many years, yet still feel uncertain about how to introduce discussions around investment, value, or change. This episode reframes that concern. When you approach account management from a position of leadership and service, you are not selling in a pushy way. You are guiding your clients towards better outcomes. This is often where MSPs discover they have been sitting on easy money for far longer than they expected.
The conversation begins with a reminder that growth does not always require new leads or more marketing activity. In many cases, the fastest path to stronger margins comes from improving the way you review and support the clients you already serve. By implementing a structured account management rhythm, you begin to uncover gaps in services, overlooked risks, and new opportunities to add value. This is where sitting on easy money becomes a practical reality rather than a catchy idea.
One of the first steps discussed is creating a clear view of your current client base. When you take time to list every client and assess their value, engagement, and future potential, you start to see patterns emerge. This simple discipline builds focus and removes assumptions. From there, you can identify whitespace opportunities where clients may benefit from additional services that align with their goals. This structured review process helps MSP owners recognise that they have been sitting on easy money simply because the right conversations have not been happening consistently.
Security and business risk also play a central role in the episode. When you lead with risk awareness and strategic guidance, you position your MSP as a trusted advisor rather than a reactive support provider. Clients value clarity around the impact of vulnerabilities and the steps required to strengthen resilience. These discussions often open the door to improvements that increase both client confidence and recurring revenue. Again, this reinforces the idea that MSPs are often sitting on easy money through unmet needs that have yet to be explored.
Pricing hygiene is another theme that encourages thoughtful action. Reviewing legacy agreements and ensuring your pricing reflects the value you deliver is essential for long term sustainability. By communicating openly about cost drivers, service evolution, and the importance of profitability, you maintain trust while protecting the future of your business. Many MSP leaders find that once they begin these conversations, the fear reduces and the benefits become clear. The belief that you are sitting on easy money becomes a motivating insight that drives positive change.
The episode also highlights the importance of regular business reviews. These structured conversations create space to understand your clients' ambitions, challenges, and growth plans. When you align your services with their direction, you strengthen partnerships and unlock new opportunities. This approach moves you from being seen as a supplier to being valued as a strategic contributor. Over time, this shift builds momentum and reinforces the message that sitting on easy money is often about applying consistent leadership rather than chasing quick wins.
Education plays a powerful role in this journey. Many clients are unaware of the full scope of what their MSP can offer. By sharing your advisory capabilities, innovation plans, and compliance expertise, you help them make informed decisions. Clear recommendations delivered with confidence create reassurance and accelerate progress. When you systemise this entire process through repeatable frameworks and defined rhythms, you build a mature operating model that supports sustainable growth.
Ultimately, this episode is a reminder that profitable expansion can begin with the relationships you already have. By focusing on value, structure, and strategic conversations, MSP owners can move from reactive habits to confident leadership. Sitting on easy money is not about shortcuts. It is about recognising potential, taking deliberate action, and building a business that delivers results for both you and your clients.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore a topic that many MSP owners are quietly thinking about right now. Is fear driving your strategy when it comes to AI? More specifically, what is the real risk for MSPs and AI, and how should you approach it without getting caught in the noise and hype surrounding the latest tools?
AI is everywhere at the moment. Every conference, every vendor conversation and every online discussion seems to revolve around it. For many MSP owners, that constant exposure creates pressure. It can feel like you must adopt every new AI solution immediately or risk being left behind. The conversation we unpack in this episode takes a step back from that pressure and looks at the situation from a more strategic perspective.
One of the first things highlighted in the discussion is that the technology itself is not the real issue. AI is powerful and it is evolving quickly. What creates uncertainty for many MSPs is the pace of change combined with the fear of missing out. When every vendor is promoting AI driven products and every industry conversation focuses on automation and intelligence, it becomes easy to believe that your entire business strategy must shift overnight.
This is where the conversation around risk for MSPs and AI becomes important. The risk is rarely about the technology itself. The bigger risk often sits inside the MSP business. Many providers are still developing operational maturity, documentation, and clear processes. Without these foundations in place, adopting advanced tools can create complexity rather than progress.
Stuart makes an important observation during the episode. AI, when you strip away the hype, is an evolution of automation. The industry has experienced similar shifts before. Cloud computing created the same urgency years ago. Cybersecurity triggered a similar wave of concern. Even the move from break fix to managed services followed the same pattern. Each change brought opportunity alongside fear.
Understanding this pattern helps MSP owners think more clearly about the risk for MSPs and AI. The opportunity is real. Automation can improve efficiency, support better service delivery and allow MSPs to add greater value to their clients. The risk appears when businesses rush into tools without the operational structure needed to support them.
Another key theme in the conversation is the importance of client relationships. Many MSPs still operate in a reactive model where communication with clients only happens when something breaks. In that situation it becomes difficult to guide clients through strategic changes such as AI adoption. Strong advisory relationships create the foundation for these conversations. When clients trust your insight, they are far more likely to listen when you discuss the opportunities and the Risk for MSPs and AI.
The discussion also highlights how operational maturity plays a crucial role in the successful use of automation and AI. Systems, SOPs, and internal processes form the backbone of scalable MSP businesses. Without these structures, introducing sophisticated tools often leads to frustration rather than improvement. AI cannot compensate for missing processes. It amplifies what already exists.
I raise another important point around the security implications connected to the risk for MSPs and AI. Many organisations are experimenting with AI tools without fully considering how data flows through those systems. When employees begin connecting tools, sharing information, or integrating external platforms, the potential security exposure increases. MSPs who guide their clients through these risks can create real value by helping them adopt AI responsibly.
There is also a commercial opportunity hidden within this challenge. When MSPs understand the risk for MSPs and AI, they are in a position to lead conversations around governance, policy, risk management, and operational efficiency. These are areas where trusted advisers create long term value for their clients.
The episode closes with a practical reminder. AI is not something MSPs can ignore. The technology will continue to evolve and the market will move forward. At the same time, reacting from a place of fear rarely produces the right strategy. Progress comes from building strong foundations, understanding your own business readiness and then integrating automation in a way that strengthens your service and your client relationships.
When MSP owners approach the risk for MSPs and AI with clarity and structure, the conversation shifts. Instead of chasing the latest tools, you begin to build a strategy that allows your business to grow, adapt and lead clients through the changes that are coming.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we take you inside our Client Intensive Event and lift the lid on what really happens when ambitious MSP owners come together to build better businesses.
This was our January 2026 Client Intensive Event, and it was the biggest room we have ever had. Over 60 MSP owners and team members gathered for two full days of structured thinking, planning, challenge, and collaboration. It was not a sit back and listen type of event. It was designed to stretch thinking, raise standards, and help every single business owner leave with clarity and a refreshed 16-week plan.
The Client Intensive Event is a core pillar of the MSP Scale System. Three times a year, our clients step away from their day-to-day operations and immerse themselves in focused work on the business. The structure is deliberate. We expand thinking through expert led sessions, then channel that insight into practical planning, peer discussion, and clear next steps. Every attendee leaves with an updated 16-week roadmap built around their own business priorities.
The theme this time was business maturity. We explored three key areas that underpin sustainable growth. Structural maturity, team and people maturity, and operational maturity. These are not theoretical concepts. They are the foundations that determine whether your MSP can grow with confidence or remains fragile beneath the surface.
On the structural side, we focused on governance and risk. Many MSP owners are strong technically and commercially, yet have never formally considered how governance protects value. We explored how to build a practical risk register, how to identify exposure across legal, supplier, regulatory and client concentration risks, and how to put simple mitigation in place. For several business owners, this created real light bulb moments. Scaling with confidence requires knowing your ducks are in a row. When you understand your risks, you make stronger decisions and protect long term value.
On the people side, we explored what makes a cohesive team. It is not only about systems and processes. It is also about how people feel inside the business. Trust, accountability, the ability to have difficult conversations, and clarity of expectation all drive performance. When those elements are weak, leaders experience frustration, repeated questions, slow decision making, and high staff turnover. The Client Intensive Event created space for honest reflection. Several owners recognised that team dysfunction often starts with leadership behaviour. That awareness is powerful. When leaders change how they show up, teams respond.
Operational maturity formed the third pillar. We examined how margin is often lost in operations rather than in finance. By connecting systems properly and using accurate data from sales, service, projects and finance, MSP owners gain visibility over efficiency and profitability. We drilled into practical examples around help desk structure and the dispatcher role, helping owners see where small operational refinements can unlock meaningful financial impact. For one new client, this approach has already uncovered significant hidden profit within their first 60 days.
Beyond the structured content, what continues to define every Client Intensive Event is the community. Observational learning is a powerful force. When MSP owners hear peers tackling similar challenges, sharing openly and supporting one another, confidence rises quickly. Trust builds. Relationships deepen. Competitors become collaborators in the pursuit of higher standards. The energy in the room this time reflected a step change in maturity across the community.
One of the most rewarding moments came when we stood at the front for a group photograph and realised how far the community has grown. What started with a simple vision to help more MSP owners scale with confidence has become a room full of experienced leaders committed to doing business better. That growth is not measured only in revenue. It is measured in confidence, clarity and ambition.
The Client Intensive Event always concludes with a rebuild of each owner's 16-week plan. Ideas are distilled. Priorities are clarified. Actions are documented. This discipline ensures that inspiration turns into implementation. It prevents overwhelm and replaces it with focused progress.
If you are serious about building a business that works for you rather than you for it, stepping into a structured environment like a Client Intensive Event can transform the way you think about growth. Business maturity is not accidental. It is developed deliberately, one focused cycle at a time.
At The MSP Growth Hub, our mission remains simple. Help MSP owners accelerate success and scale with confidence. The Client Intensive Event is one of the most powerful ways we do that.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we ask a powerful question. Are you ready to stop being the bottleneck in your MSP and step into true Owner Not Needed leadership?
So many MSP owners tell us the same story. They are still the person everything flows through. Every decision lands on their desk. Every problem escalates to them. Every opportunity waits for their approval. They are working eighty or ninety hours a week while the rest of the team finishes at five. And deep down, they are wondering whether the business is working for them, or whether they are working for the business.
At The MSP Growth Hub we use the phrase Owner Not Needed. It is not about disappearing. It is about building a business that can grow, perform and create value without being dependent on you for every move. One day you will exit your MSP. Whether that is five years away or fifteen, the value of your business will be shaped by how needed you are. The less dependent it is on you, the stronger the valuation and the more freedom you create along the way.
One of the biggest fears around Owner Not Needed is loss of control. Owners worry that if they delegate properly, quality will slip, standards will drop and clients will suffer. The truth is that poor delegation creates risk. Structured delegation reduces it. When you build clarity around roles, responsibilities and expectations, you do not lose control. You create scale.
Another common challenge is decision dependency. Your team comes to you with ten-pound tasks. Small decisions. Quick clarifications. Simple approvals. Individually they feel harmless. Collectively they make you the bottleneck. A practical shift is the one three one rule. When someone brings you a problem, ask for one decision, three options and their recommendation. This develops thinking, confidence and ownership. It moves you closer to Owner Not Needed behaviour and further away from reactive firefighting.
There is also the emotional side. What happens if the business runs smoothly without you? What happens if the team no longer needs your input every hour? Some owners experience a subtle fear of becoming irrelevant. The shift from technical doer to strategic leader is not easy. What got you here will not get you there. Owner Not Needed requires you to redefine your value. You move from fixing tickets to setting direction. From solving immediate problems to shaping long term outcomes.
A practical starting point is to define your thousand pound an hour tasks. These are strategy, leadership, growth planning, financial oversight and culture. If you are spending your week buried in technical work or low value approvals, you are operating far below your true impact level. Owner Not Needed is about elevating your contribution. Delegate the ten-pound tasks. Develop your leadership team to handle the hundred-pound tasks. Protect your time for the thousand-pound decisions that drive growth.
Building leaders rather than helpers is another essential shift. Helpers wait for instruction. Leaders take ownership. They understand their numbers. They report performance. They challenge ideas. They contribute to innovation. This requires structure. Clear KPIs. Departmental plans. Individual accountability. Regular one to ones. Without structure, people drift. With structure, they grow. Owner Not Needed thrives in a culture of clarity.
Numbers also play a critical role. Many MSP owners cannot confidently say whether they are truly making money. They look at the bank balance and hope. Owner Not Needed demands financial visibility. Know your margins. Know your EBITDA. Share the right metrics with your team. When everyone understands performance, decisions improve and dependency reduces.
Staying strategically involved is different from daily firefighting. A weekly cadence focused on progress, priorities and performance replaces reactive noise. Instead of walking around asking how things are going, you review structured updates. Instead of solving every issue, you coach leaders to solve them. This is how Owner Not Needed becomes a lived reality rather than a slogan.
The benefits are powerful. Clear head space to think. A capable leadership team making aligned decisions. Consistent delivery without owner interruption. More time with family and friends. Greater flexibility and control over how you spend your time. And when the day comes to sell, a stronger multiplier because the business is not reliant on you.
Owner Not Needed is not about stepping away and hoping for the best. It is about intentionally building a structure that allows the business to thrive without constant owner intervention. When you lift yourself out of the bottleneck position, you unlock growth, value and freedom.
If this episode has struck a chord, take a moment to reflect. Where are you still the decision maker for something your team could own? What would change if you truly embraced Owner Not Needed thinking?
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore why owner dependency quietly destroys MSP valuations and what you must do now to build real, transferable value in your business.
If you have ever assumed your MSP will sell when the time comes, this conversation may shift your thinking. Stuart and I unpack a hard truth. A business that cannot run and grow without you will always carry risk in the eyes of a buyer. And risk directly impacts MSP valuations.
We were prompted to record this episode after a sobering conversation with an MSP owner who had attempted to sell multiple times over several years. Each time, buyers began the process. Each time, due diligence exposed weaknesses. Each time, the deal collapsed. Not because the business was small. Not because there was no demand. The issue was clarity, structure, and owner dependency. The business worked for him. It did not work without him.
That distinction is critical.
When buyers assess MSP valuations, they are not buying your effort. They are buying sustainable profit. They are buying systems. They are buying a team. They are buying recurring revenue. They are buying predictability. If you are central to sales, delivery, relationships and decision making, the buyer sees fragility. And fragility reduces multiples.
We often explain valuation through simple maths. Imagine a one million pound MSP generating two hundred and fifty thousand pounds of EBITDA. At a modest multiple, you may walk away with half a million pounds. After decades of work, that can feel underwhelming. The opportunity lies in understanding that MSP valuations are influenced by clear, controllable drivers.
Recurring revenue mix is one of them. Many MSPs above two million pounds in turnover still rely heavily on project income. That may feel exciting and profitable. It also introduces volatility. Increasing recurring revenue from fifty percent to seventy five percent can materially improve how buyers view your stability and future cash flow.
Contract length is another lever. Monthly rolling agreements are easy to sell. They also weaken your negotiating position when it comes to MSP valuations. As your confidence grows, building longer term agreements with clients strengthens predictability and reduces perceived risk.
Service gross margin is often overlooked. Buyers want to see not only recurring revenue, but recurring margin. They want to understand the efficiency of your service desk and the return generated per technician. Strong revenue per full time employee signals operational maturity. Clean numbers, transparent reporting, and clear profitability remove doubt during due diligence.
Then there is client concentration. Over-reliance on one or two major clients creates vulnerability. Strengthening account management, spreading revenue more evenly, and improving client retention all contribute positively to MSP valuations.
Yet none of these matter fully if the owner remains the bottleneck.
We refer to this as ONN, owner not needed. This does not mean you disappear tomorrow. It means your business can run and grow without your daily involvement. Holidays without disruption are a starting point. True value is created when growth continues even while you step back from delivery.
Building towards ONN requires leadership development, documented processes, empowered managers, and consistent rhythm in reporting and accountability. It is straightforward in principle. It is demanding in practice. Letting go, hiring stronger people, and shifting your leadership style takes intention.
The encouraging news is that this transformation does not require magic tools or dramatic reinvention. It is disciplined business practice. Clear KPIs. Departmental plans. Regular reviews. Consistent focus on sales, account management, people engagement and margin control. When stitched together, these habits compound.
Improving MSP valuations is rarely about chasing a headline multiple. It is about reducing risk and increasing clarity. Buyers walk away when profit is opaque, when dependency is high, and when systems are weak. They lean in when performance is transparent and transferable.
For established MSPs already above one million pounds in revenue, a focused three-year commitment to strengthening structure can materially change exit outcomes. For others, it may take longer. The timeline is less important than the decision to begin. Planning for exit today gives you options tomorrow, even if you choose to continue building.
There is also a powerful side effect. Businesses that reach a strong ONN position often discover they enjoy the work more. Time increases. Profits rise. Acquisition opportunities become viable. MSP valuations improve not only because you are preparing to sell, but because you are building a stronger company.
At some point, every owner will exit. The question is whether you leave with confidence and control, or whether you accept whatever is offered because options have narrowed.
Owner dependency is fixable. Transferable value is buildable. MSP valuations are influenced by the decisions you make now.
If this episode resonated, start by reviewing your recurring revenue mix, contract structure, service gross margin and leadership depth. Build a plan. Work the plan. Stay consistent.
Strong MSP valuations are not accidental. They are earned through structure, discipline and the courage to let go.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I want to speak directly to MSP owners who are getting Groundhog Day vibes from their business. That sense that every week feels the same, the same problems keep resurfacing, and despite working hard, progress feels slow or non-existent. If Groundhog Day vibes are creeping into your MSP, this conversation will resonate deeply.
I was joined by Stuart Warwick in the podcast lounge, and we went straight into the reality behind that familiar sigh many MSP owners make. It does not matter what time of year it is. When Groundhog Day vibes show up, it usually means the business has reached a ceiling created by habits, structure, and leadership patterns that once worked and no longer do.
We talked about how easy it is to stay busy while staying still. Many MSPs operate in a steady rhythm where the business pays the bills and supports a decent lifestyle. On the surface everything looks fine. Underneath, there is often frustration and a sense that something more was meant to happen by now. When Groundhog Day vibes become normal, it is a sign that the business is not aligned with the original vision that drove you to start.
One of the biggest themes in the conversation was owner dependency. Most MSP owners built their business because they love technology and solving problems. Being needed feels good and that feeling can quietly turn into an addiction. Over time, this keeps you trapped in the day to day and limits growth. When Groundhog Day vibes keep returning, it is often because you have not decided what you are willing to let go of.
We also spent time talking about the role your team plays. I see this repeatedly inside The MSP Growth Hub. Owners underestimate the capability and appetite of their people. When Groundhog Day vibes take hold, it is often because the team has not been invited into the bigger picture. When you involve them properly, energy changes. Ownership grows. Momentum starts to build in ways that surprise most owners.
Stuart shared a simple and practical starting point. Stop and take an honest audit of your business. Look at operations, projects, sales, marketing, finance, billing, and admin. Notice what drains you and what energises you. When Groundhog Day vibes are present, this exercise brings clarity quickly. From there, the work becomes about spending more time on the areas that move the business forward and less time on the tasks that keep you stuck.
We also explored leadership and culture. Whether you realise it or not, you set the tone for everything. Your team watches what you prioritise and what you tolerate. When expectations are unclear, people fill the gaps themselves. If Groundhog Day vibes persist, it often points to missing structure, unclear standards, or a lack of shared direction. This is not about blame. It is about growth as a leader.
Consistency was another key part of the discussion. Change does not come from motivation alone. It comes from rhythm and follow-through. Write things down. Decide what success looks like. Check in regularly. When MSP owners fall back into old habits, it is usually because progress was not being measured. Groundhog Day vibes thrive in the absence of accountability.
We also talked about what life can look like on the other side of this. Progress shows up in numbers, in time, and in satisfaction. Better margins. More space in your diary. Time to think and lead. When owners look back after a year of intentional action, they are often shocked by how much has changed. If Groundhog Day vibes are present today, that future is still available to you.
This episode is a reminder that you are not stuck. You are where you are because of past decisions and actions, which means new decisions create new outcomes. Your team can be part of the solution. Structure can work in your favour. Momentum can be rebuilt. You do not have to keep reliving the same week on repeat.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I want to talk to you about something that does not get enough attention in the MSP space, over-reliance on big clients. This is not about fear mongering or pointing fingers. It is about protecting the business you have worked so hard to build and making sure it is resilient, valuable, and able to withstand shocks that are completely outside your control.
Over the last few weeks, I have seen several MSP owners lose large clients through no fault of their own. Long standing relationships, solid delivery, and good account management were all in place. Then a corporate buyout happened, private equity stepped in, and overnight the MSP was out. If you have ever experienced this, you know how gutting it feels. This is exactly why over-reliance on big clients is such a serious risk, even when everything appears to be going well.
We talk about risk all the time with our clients, cyber risk, security risk, operational risk. Yet many MSPs do not have a proper internal risk register that includes client concentration. If one client makes up more than fifteen to twenty percent of your revenue, that is a risk. If a handful of clients account for half of your income, that risk increases again. Over-reliance on big clients also impacts valuation in a big way. Buyers, banks, and investors all look closely at client concentration when assessing the strength of a business.
One of the traps I see MSPs fall into is assuming their biggest clients are their best clients. Size does not equal profitability. Often the largest clients are the noisiest, the most demanding, and the ones that introduce the most scope creep. Project work can hide this reality for a while, creating the illusion of strong performance, while margins quietly erode underneath. This is how over-reliance on big clients becomes both a financial and emotional burden.
Contracts are another major factor. Weak renewals, rolling monthly terms, and informal agreements leave you exposed when circumstances change. Strong contracts with clear notice periods, structured SLAs, and defined expectations protect both sides of the relationship. I have seen MSPs completely transform their resilience by moving clients onto longer term agreements, creating stability and confidence even in uncertain markets.
I also share practical steps you can take over the next ninety days to reduce over-reliance on big clients. This includes building a healthier pipeline so no single client dominates revenue, strengthening account management across your mid-tier clients, and intentionally growing those relationships instead of focusing all your attention on one whale account. Growth should never come at the cost of balance.
Diversification matters too. That might mean going deeper into a vertical you already serve, refining your niche, or improving the mix between recurring revenue and project work. Over-reliance on big clients often creeps in when project revenue masks a lack of predictable monthly income. The managed service model works best when recurring revenue is the foundation.
Pricing and packaging play a role here as well. Minimum standards, minimum security, and minimum value help ensure every client contributes fairly. When profitability improves, cash reserves improve, and cash gives you breathing space. It is not about comfort, it is about protection.
Finally, I talk about the importance of proper account management that does not sit solely with the owner. When relationships and value delivery are embedded into clear processes, the business becomes stronger and less dependent on any one person or client. This shift is critical if you want to scale with confidence and reduce over-reliance on big clients in a sustainable way.
I will leave you with a simple challenge. Review your top ten clients, look honestly at your concentration risk, and choose one action you can take in the next seven days to make your MSP safer, stronger, and more resilient. Over-reliance on big clients is not a failure. It is a signal. And with the right structure in place, it is a risk you can actively reduce.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I sit down with leadership coach Julie Hutchison to explore what it really takes to supercharge your MSP by growing future leaders from within your existing team. This is a topic that comes up time and time again with MSP owners who want to scale with confidence and stop being the bottleneck in their own business. The conversation is practical, honest, and rooted in what we see working every day inside The MSP Growth Hub.
I speak to many MSP owners who understand that leadership matters, yet feel unsure about what to do once they spot someone with potential. Growing future leaders is not about handing out titles or sending someone on a course and hoping it sticks. It is about creating the right environment where people can step up, build confidence, and perform in a way that supports the direction of the business.
Julie shares insights from the work she has been doing with multiple cohorts of future leaders inside The MSP Growth Hub. One thing becomes clear very quickly. Learning only works when it is applied. Information without implementation leads to frustration. Confidence grows when people are given space to practise, reflect, and talk through the real situations they face inside their MSP each week.
We spend time talking about the role of the business owner in this process. Growing future leaders does not mean stepping away or leaving people to figure it out alone. It means changing how you show up. As owners, we need to be clear on vision, expectations, and outcomes, while allowing future leaders the freedom to find their own way of delivering results. When the outcomes are clear and the guardrails are in place, leaders can act without fear of being micromanaged or overruled.
Another key theme is safety. When someone moves from a technical role into leadership, they are being asked to think and behave differently. They need room to make mistakes, have honest conversations, and understand the impact they have on others. Without a safe environment, confidence drops and progress slows. With the right support, growing future leaders becomes one of the most powerful drivers of performance, communication, and team engagement.
Julie introduces a simple analogy that really resonates. Future leaders need to be at least in the front passenger seat of the business. They understand where the business is going and help navigate the route. When owners constantly grab the wheel or dismiss input, those leaders slowly disengage and retreat. Growing future leaders requires trust, coaching, and a willingness to let go of doing everything your own way.
We also talk about mindset. Leadership is not about creating mini versions of yourself. It is about being clear on outcomes and allowing different styles and approaches to work. When owners focus on results rather than methods, leaders gain confidence and ownership. This shift is essential if your MSP is going to grow beyond your personal capacity.
Communication comes up repeatedly throughout the episode. Julie explains how leadership success often comes down to how conversations are handled. Understanding what drives people, approaching difficult conversations with confidence, and being willing to adjust your own behaviour has a direct impact on performance. When leaders change how they show up, the response from the team changes too.
This episode is a reminder that growing future leaders is one of the most valuable investments you can make as an MSP owner. It reduces pressure, increases resilience, and creates a business that can scale with confidence. With the right structure, support, and mindset, leadership development becomes a strategic advantage rather than a risk.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we dig into why building a real Sales Run Rate is one of the most important disciplines an MSP can put in place if it wants predictable, sustainable growth. Too many MSPs set big revenue goals without ever breaking them down into something tangible, measurable, or shared across the team. This conversation is about changing that pattern and replacing hope with clarity.
I am joined by Stuart Warwick to explore why Sales Run Rate often gets ignored, even though it sits at the centre of confident decision making. Many MSP owners talk about wanting to reach one million or two and a half million in revenue, yet very few can clearly explain what needs to happen month by month to get there. Without a Sales Run Rate, goals remain emotional and aspirational rather than practical and achievable.
The discussion opens by addressing a common frustration. MSPs are busy. They are deep in delivery, firefighting, and client work, which means long term planning often gets pushed aside. Sales Run Rate forces you to stop, step back, and look at the building blocks that sit underneath growth. When you understand what revenue needs to be added each month, each week, and even each day, the mountain suddenly feels climbable.
Stuart explains that Sales Run Rate is not about chasing endless new logos. It is about understanding all the components that make up growth. New business plays a part, yet so does revenue from existing clients, projects, hardware refreshes, and improved account management. When MSPs break their numbers down properly, they often realise that a large percentage of growth is already happening inside the client base they have today.
A key theme in the episode is confidence in numbers. Many MSP owners avoid their financials because they feel overwhelming or unclear. Sales Run Rate connects sales activity directly to budgets, forecasts, and real outcomes. Once the numbers make sense, confidence grows. With confidence comes better decisions, whether that is hiring, investing in systems, or planning for the future.
The conversation also highlights the power of involving the whole team. Sales Run Rate is not owned by one person. When the goal is broken down and shared, support teams, engineers, and account managers can all see how their daily actions contribute. Listening for opportunities, asking better questions, and helping clients make informed decisions becomes part of normal service delivery rather than something labelled as selling.
We also talk about how this shift changes culture. Sales stops being a dirty word and starts becoming a shared responsibility rooted in helping clients get the most from technology. When teams understand the impact of small actions repeated consistently, momentum builds. Progress becomes visible, measurable, and something worth celebrating each month.
The episode also touches on long term outcomes. A clear Sales Run Rate supports healthier margins, stronger service delivery, and a more valuable business. MSPs that understand their numbers are better positioned to reduce risk, diversify revenue, and prepare for eventual exit if that is part of their plan. Growth stops being accidental and starts becoming intentional.
This conversation is a reminder that Sales Run Rate does not need to be complex. It needs to be visible, realistic, and reviewed regularly. When MSP owners take the time to break goals down, communicate them clearly, and review progress with the team, growth stops feeling like guesswork and starts feeling manageable.
If you want to take control of your growth rather than hoping for it, this episode will help you rethink how you approach revenue, planning, and team involvement. Sales Run Rate is not about pressure. It is about clarity, rhythm, and building a business that works for you.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I sit down with Dan Wensley, CEO of GTIA, to go under the hood of an organisation that plays a far bigger role in our industry than many MSPs realise. This conversation is about community, leadership, and why staying connected to the wider channel is no longer optional if you want to build a business that lasts.
Dan Wensley brings over 30 years of experience across the IT services industry, and that depth shows throughout the discussion. We talk about his journey through the channel, from the early reseller days, through solution providers, and into the managed services world most of us operate in today. What stood out for me is how clearly Dan connects those past transitions with what MSPs are facing right now. This is not theory. It is perspective earned through lived experience.
A big part of our conversation centres on GTIA itself. Dan Wensley explains what the Global Technology Industry Association really is, why it exists, and how it supports MSPs around the world. What makes GTIA different is its position as a non-profit, member focused organisation. There is no product to sell and no commercial agenda to push. Instead, the focus is on research, education, and providing a neutral space where MSPs, vendors, and industry leaders can come together and learn from each other.
We spend time talking about community and why it matters so much in this industry. I have always believed the MSP channel is unique in its willingness to share, collaborate, and support one another, and Dan reinforces this from a global perspective. The MSPs who succeed are rarely the ones trying to figure everything out on their own. They are the ones who stay curious, ask questions, and learn alongside their peers. GTIA exists to enable exactly that, without bias and without noise.
Another theme that came up strongly is time. Many MSP owners tell me they are too busy to attend events or get involved in industry groups. Dan Wensley understands that pressure and challenges the idea that education is something you can put off. With the pace of change accelerating, especially with AI now influencing every part of the channel, staying informed has become part of the job. Dan makes it clear that learning does not only happen on a stage. It happens through conversations, shared insight, and exposure to different ways of thinking.
We also talk about the future shape of the MSP model. Dan Wensley shares his view that customer success will be the defining factor moving forward. MSPs who focus on outcomes rather than tools, and who sit alongside their clients as true partners, will be the ones who stand out. Asking customers what success looks like and then delivering against that consistently is still the most reliable way to build trust and long-term relationships.
Risk and change naturally come up in the conversation. Drawing on lessons from earlier industry shifts, Dan Wensley talks about the importance of defining the path, not only the destination. Too many MSPs aim for the end state without thinking through the steps needed to get there. Whether it is AI, security, or operational change, progress comes from doing the right things in the right order.
We also touch on the GTIA Foundation and the role it plays in giving back. Dan shares how member led philanthropy allows GTIA to support education, access to technology, and community initiatives worldwide. It is a reminder that this industry has an opportunity to make a meaningful impact beyond commercial success.
This episode is ultimately about staying connected. Dan Wensley leaves us with a clear message. Stay inquisitive. Stay educated. Stay involved. For MSP owners who want to build resilient businesses and remain relevant in a fast-moving market, this conversation offers both reassurance and direction.
Connect with Dan Wensley through his LinkedIn by clicking HERE.
You can also visit their website and learn more about GTIA by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we focus on one clear outcome, helping you build a practical MSP growth plan for 2026 in the next 30 minutes. Stuart and I recorded this right at the start of the year because this is the moment when MSP owners finally get space to think. Not space to dream or hope, although to decide. The goal of this conversation is simple, to replace short lived motivation with real momentum through structure, clarity, and commitment.
At the start of every new year, it is easy to feel energised. New year, new goals, new intentions. The problem is that motivation fades quickly once the pressure returns. What actually carries you forward is momentum, and momentum only exists when there is substance behind it. A strong MSP growth plan gives that substance. Without it, you risk repeating the same patterns and getting the same results, even when your ambition is higher.
We see this every December. MSP owners tell us they are not doing another year like the last one. They have had time over Christmas to reflect while walking the dog, spending time with family, or stepping away from the noise of the business. That reflection is valuable, although only if it leads somewhere. An MSP growth plan turns reflection into action and gives you a clear direction instead of frustration.
The first step we talk through is getting clear on the destination. We encourage you to define what success really looks like three to five years from now. Not in vague terms, although in practical ones. What role do you want to play in the business. How involved do you want to be day to day. What values do you want the business to stand for as it grows. When this is clear, decisions become easier and distractions lose their pull. Your MSP growth plan needs a destination before it can define a route.
From there, we move into structure. The structure that got you here will not get you where you want to go next. That includes your role, your team, and how accountability works. Many MSP owners stay trapped in technical delivery long after the business needs them elsewhere. A proper MSP growth plan forces you to look honestly at where you add the most value and what needs to change to remove you as the bottleneck.
We also talk about investing ahead of growth. Waiting until things feel comfortable often keeps you stuck. Progress comes from deliberate decisions, not from hoping things will improve. Bringing in the right people, especially experienced technical or leadership hires, creates the space you need to focus on higher value work. This is how growth becomes intentional rather than accidental.
Sales, marketing, and account management play a central role in any MSP growth plan. High performing MSPs understand that trust takes time to build. Consistency matters more than bursts of activity. Getting clear on your target market, showing up regularly, and having proper conversations with existing clients unlocks both new opportunities and hidden value that already exists in your business.
Accountability is the final piece. A plan without measurement will drift. We talk openly in this episode about the need for clear expectations, meaningful numbers, and regular review rhythms. This applies to your team and to you as the owner. External accountability keeps you moving forward when energy dips and distractions creep back in. Momentum is protected when someone is there to challenge you and keep you aligned to the plan.
We close the episode by reminding you that growth should feel energising. When structure replaces chaos, teams become more engaged, confidence increases, and the numbers start to reflect the progress you are making. A well-built MSP growth plan creates sustainable progress that supports the business and the life you want it to fund.
If you want help applying this properly, we are running a live working session on February designed to help you build your MSP growth plan step by step, with clarity you can use immediately. You can register for the session HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, I dig into one of the most misunderstood leadership habits inside MSPs, the one to one. I am joined by Julie Hutchinson, and together we explore why MSP 1:1s so often feel heavy, awkward, or avoidable, and what is really going on beneath the surface when leaders say they do not have time for them. This conversation is about stripping away complexity and bringing the focus back to clarity, trust, and leadership rhythm inside growing MSPs.
I speak to MSP owners and leaders every week who know that MSP 1:1s matter. They understand the theory. They know they should be happening regularly. Yet in practice, these meetings are often the first thing to be cancelled, rushed, or turned into task updates that add little value. Julie and I unpack why this happens so often. It is rarely a diary problem. More often it comes down to discomfort, uncertainty, and a lack of structure. When leaders are unsure what good looks like, avoidance quickly becomes the default.
Throughout the episode, I come back to a simple truth. MSP 1:1s are not about tasks. They are about people. When leaders turn one to ones into performance interrogations or reactive problem-solving sessions, trust slowly erodes. Team members become guarded. Leaders feel drained. The meeting becomes something to get through rather than something that creates progress. Julie shares how this shows up again and again in MSPs where growth has outpaced leadership capability, leaving managers unsure how to hold effective people conversations.
I also share why MSP 1:1s work best when they are treated as a leadership habit rather than a management tool. Consistency matters more than perfection. A regular rhythm creates psychological safety. Over time, people stop bracing themselves and start opening up. This is where real issues surface early, before they turn into disengagement, performance dips, or people quietly checking out. I see this constantly with MSPs who come to us thinking they have technical problems, when what they really have are unresolved people issues that better one to ones could have surfaced sooner.
A big part of the conversation is about ownership. Julie challenges the idea that leaders need to carry the entire meeting. Effective MSP 1:1s are a shared responsibility. When team members are encouraged to bring topics, reflect on their own progress, and talk openly about what they need, the dynamic shifts. The meeting becomes lighter, more focused, and far more productive. Leaders stop feeling like they are dragging information out of people and start having proper conversations instead.
We also talk openly about the emotional side of MSP 1:1s. Many leaders avoid them because they fear difficult conversations. I am very clear on this point. Avoiding these conversations does not remove the difficulty, it delays it. When feedback is withheld, frustration builds on both sides. When issues are named early, with care and clarity, relationships strengthen. The confidence to do this well comes from practice and from having a simple structure to lean on.
Another important insight we explore is that MSP 1:1s are not the place to fix everything. They are the place to notice patterns. I explain how leaders can listen for themes across multiple one to ones and then address systemic issues elsewhere, rather than trying to solve every problem in isolation. This reduces pressure on the meeting and helps leaders think more strategically about their teams and their business.
Julie also shares practical guidance on what good actually looks like. MSP 1:1s should feel human. They should create space for personal check in, professional development, and honest dialogue. When leaders show up with curiosity rather than judgement, trust grows naturally. Over time, these meetings become one of the strongest tools an MSP has for retaining good people, developing future leaders, and maintaining momentum through change.
We close the conversation with a reminder that leadership is learned through doing. Nobody starts out brilliant at MSP 1:1s. The leaders who improve are the ones who commit to the rhythm, reflect on what is working, and stay open to feedback themselves. When one to ones are done well, they stop being hard work and start becoming one of the most rewarding parts of leading an MSP.
If you want to strengthen your leadership rhythm and make MSP 1:1s simpler and more effective, this episode will give you clarity, reassurance, and practical next steps you can apply straight away.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, Ian Luckett and Stuart Warwick sit down to share their Reflections of 2025, looking back on a year that has been full of growth, challenge, learning, and perspective. This is a candid and human conversation, where business lessons blend naturally with life lessons, offering MSP owners space to pause, reflect, and reset as another year comes to a close.
The conversation opens with a shared acknowledgement of how quickly the year has passed and how important it is to take time to reflect before rushing into planning the next chapter. These Reflections of 2025 are not about performance for the sake of it. They are about understanding what truly mattered, what created momentum, and what quietly drained energy along the way. Ian and Stuart explore the idea that businesses exist to serve life, not the other way around, and that clarity often comes from slowing down rather than pushing harder.
On a personal level, both hosts share openly about significant moments from the year. Stuart reflects on the long and emotional journey of moving house after many years, using it as a reminder that worthwhile outcomes often come with frustration, uncertainty, and moments where it feels easier to give up. The lesson is simple and powerful. If something feels right, staying with it and trusting the process often matters more than speed. These Reflections of 2025 highlight how resilience is built through lived experience, not theory.
Ian shares deeply personal insights around family, vision, and legacy. One of the most meaningful parts of his year has been the progress made toward creating an assisted living home for his son. What began as a vision shared with clients and peers has slowly taken shape through conversations, introductions, and aligned support. This journey reinforces a theme that runs throughout the episode. When you are clear on what matters and willing to speak it out loud, the right people often appear at the right time. Reflections of 2025 show that vision creates movement long before results are visible.
Professionally, the discussion turns to the evolution of The MSP Growth Hub and the lessons learned from working closely with MSP owners throughout the year. Ian reflects on how challenging sales and marketing have felt at times, particularly as buyer behaviour continues to shift. Funnels dried up during parts of the year, engagement patterns changed, and familiar tactics stopped delivering the same results. Rather than seeing this as failure, these Reflections of 2025 frame it as feedback. Listening more closely to clients, paying attention to how people are buying, and staying consistent with helpful content has proven more valuable than chasing quick wins.
Stuart shares his professional highlight of the year, which has been building greater scalability and resilience into the Growth Hub. Expanding the team, strengthening delivery frameworks, and creating clearer structures has allowed more MSPs to be supported without Ian and Stuart becoming bottlenecks. These Reflections of 2025 underline an important truth for MSP owners. Sustainable growth comes from systems, people, and rhythm, not heroic effort.
Both hosts speak about the privilege of watching clients grow not only in revenue, but in confidence, clarity, and leadership. Seeing MSP owners pay off debt, hire with confidence, improve cash flow, and regain control of their time has been one of the most rewarding outcomes of the year. These Reflections of 2025 remind listeners that numbers matter, though personal growth and resilience often come first.
The conversation also explores frustration. Ian and Stuart are honest about wanting to help more people and feeling impatient at times with the pace of impact. There is recognition that consistency matters deeply, whether in marketing, leadership, or personal health. Stopping and starting creates drag, while steady effort compounds quietly over time. Reflections of 2025 reinforce that progress rarely comes from dramatic change. It comes from repeated, intentional action.
Health and wellbeing feature strongly in the closing reflections. Stuart shares lessons learned from supporting family through illness and recovery, highlighting the importance of strength, resilience, and looking after yourself long before you need to. Ian echoes this, reflecting on how physical health underpins the ability to show up for family, business, and life. These Reflections of 2025 gently remind listeners that success without health is fragile.
As the episode closes, Ian and Stuart thank listeners for their continued support and trust. The podcast exists to help MSP owners feel less alone, gain clarity, and make better decisions. These Reflections of 2025 are an invitation to pause, take stock, and move forward with intention into the year ahead.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast I sit down with the brilliant Heather Macdonald-Alford from Counting Creators to explore how MSP owners can move from cash flow chaos to real clarity. This is a subject close to my heart because so many great MSPs work incredibly hard without truly understanding what their numbers are telling them. Heather Macdonald-Alford brings a level of honesty, energy and practical insight that cuts through the noise and helps owners see their finances in a completely fresh way.
As we open the conversation I share a view that I see often inside The MSP Growth Hub. Most MSP owners do not really have a finance problem, they have a visibility problem. They look at their bank balance and assume it reflects performance. They tell themselves the numbers will make more sense when they have more time. They hope that the year end will reveal something encouraging. Heather Macdonald-Alford explains how this pattern keeps people overwhelmed and how clarity is always closer than they think when they start looking at the right information.
Throughout the episode I hear again why so many MSPs believe they are doing well when the detail tells a different story. Heather Macdonald-Alford works with MSPs every day and sees the same issue repeating itself. Busy owners who care deeply about their clients still find they are undercharging, over delivering and carrying clients who take too much time for too little return. When she talks about profitability by service it becomes obvious why this is such a powerful starting point. When you know the true performance of each service, you can see instantly where the pressure sits and where value is being eroded. It changes the way you think about growth.
One of my favourite sections in this conversation is when we talk about time tracking. Many MSP owners treat it as a chore and some even resist it. I have seen this in my own clients and I know how quickly it can become a cultural issue. I share exactly how we approach it in our own business and Heather Macdonald-Alford reinforces the point with real clarity. Time tracking is not about checking up on people. It is about giving the business the insight it needs to make good decisions. When your team understand that it protects them as much as it protects the business the entire dynamic shifts.
We then explore the difference between profit and cash which is something that catches MSPs out repeatedly. I have had many conversations with owners who believe they have had a strong month then realise they have large commitments that sit outside the profit and loss. Heather Macdonald-Alford explains why so many owners look at the numbers mid-month, see more money than expected and start making decisions that create stress later on. She gives a clear and simple habit that every MSP can adopt straight away. Review your numbers to the most recently closed month. Not to date. Not part way through. Once that habit forms the risk of being blindsided drops dramatically.
There is also a moment where I offer a long overdue apology for a comment I once made about bookkeeping. I share openly that it was a mistake and Heather Macdonald-Alford brings both humour and depth to the correction. Bookkeeping is not a low value task. It is a growth lever. When the right people manage the numbers the business gains clarity, rhythm, and confidence. When the wrong people manage the numbers, the business loses visibility, and the owner loses control. Heather explains how to spot the difference and what good financial support should look like.
As we bring the episode to a close, I ask Heather Macdonald-Alford for the three actions she recommends every MSP owner takes. Her answers are simple and powerful. Block time every month to review your numbers. Ensure the right people are doing the right financial tasks. Be selective about events and ideas so you stay focused on the actions that genuinely move the business forward. These principles echo what we teach inside The MSP Growth Hub and they create structure around financial clarity that helps owners grow with confidence.
For any MSP owner who wants more control, more insight, and more confidence in their numbers, this episode will give you practical steps that you can use straight away. When you understand your numbers, you lead your business with greater certainty and you create a path that supports both growth and quality of life.
Connect with Heather Macdonald-Alford through her LinkedIn by clicking HERE.
You can also visit their website and learn more about Counting Creators by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast we explore why transparency in leadership plays such an important role in creating a confident and high performing team inside your MSP. The conversation opens with the truth many owners recognise. Leaders often hold information close because they feel unsure about what to share. When you move from the early survival stage of running your MSP into a growth stage, you realise that the team need more clarity, more context, and a clear view of how the business works. This is where transparency in leadership becomes a genuine accelerator for engagement and performance.
Ian and Stuart explore the common fear that many owners experience when the subject of financial openness comes up. There is a feeling that people might judge you for the revenue or the bank balance or even assume you can offer pay rises every time numbers increase. When transparency in leadership is missing, the owner ends up carrying most of the weight alone. The team remain in the dark and make up their own stories about how the business is performing. When you introduce a simple rhythm of sharing the right information with the team, the atmosphere changes. People understand how the business works, why certain decisions are made and how their daily actions influence the results.
Stuart talks about how many MSPs begin with a lifestyle mindset and then evolve into a growth focused business. As this shift happens, the owner needs greater leverage across the team. The only way to create leverage is to help your people understand what they are contributing to. They do not need a detailed profit and loss. They need clarity. They need to understand the vision, the values, and the purpose of the business. They need to see how their role supports the goals of the company. Transparency in leadership helps them see that connection clearly.
A key point raised in the episode is the importance of education. You cannot walk into a Monday stand up and announce that you are suddenly talking about numbers. You ease the team into it. You tell the story of why the business exists and what it is there to deliver. You explain why profitability matters for job security, growth, bonuses, new equipment, and new opportunities. When you frame your message through a story rather than a spreadsheet, people lean in. Transparency in leadership creates a sense of belonging rather than pressure.
The conversation also highlights the practical side of sharing numbers. You pick three or four simple metrics that matter. These could be customer satisfaction scores, service gross margin, the value of monthly quotes raised by the service desk or age debtors. You then update the team regularly and show them how their work influences these figures. When people see progress, they feel motivated. When numbers slip, they understand where focus is needed. This rhythm of transparency in leadership builds accountability without creating fear.
Ian and Stuart share examples of how service desks often create thousands of pounds worth of quotes without recognising that they are contributing to sales. When you show them this, they sit up straighter because they realise they are part of something larger. That awareness strengthens culture, confidence, and teamwork. It also encourages healthier conversations about how projects deliver margin, how time is used, and where improvements can be made. Everything becomes lighter because the team understand what success looks like.
As the episode closes, the message becomes clear. If you hold all the numbers close, the business slows down. People guess what is important. They guess what success looks like. They guess what they should prioritise. That kind of guesswork never scales. When you embrace transparency in leadership, you gain momentum. You create clarity. You show people how they can help move the business forward. This opens the door for stronger culture, aligned behaviour, and a shared sense of progress.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, we explore one of the most common questions MSP owners face, how to charge more without losing clients. Ian is joined by Justin Neale from Value Alchemists, a specialist in value-based pricing who works closely with MSP leaders who want to increase margins, strengthen client loyalty and feel more confident about the prices they set. This conversation brings a welcome sense of clarity to a topic that often feels heavy for business owners, and it explains why price increases can become a natural and healthy part of running a modern MSP.
Ian and Justin Neale begin by unpacking the fear that stops many MSPs from reviewing their pricing. Many owners worry that even a small increase will shake client relationships or trigger a wave of cancellations. Justin Neale explains that this feeling is normal for business owners, although the reality is far calmer than the story they tell themselves. He highlights how remaining static with prices can damage credibility, weaken perceived value and make an MSP look like the budget option without ever intending to. He walks through the idea of the premium pricing paradox, a pattern he sees across the industry where higher prices often result in stronger client loyalty because the shift signals confidence, quality and leadership.
Ian and Justin take the discussion into the world of value. They explore why MSPs struggle to move away from selling deliverables and why so many owners feel attached to long lists of tools, subscriptions and platforms. Justin Neale explains that MSPs are experts in their craft, so they naturally focus on technology. Clients do not make decisions this way. Clients want outcomes, protection, time savings, security and clarity. When MSPs step back and look at what a client is really trying to achieve, the entire pricing conversation becomes simpler. The MSP begins to position a complete solution rather than a menu of choices, and the client feels understood rather than overwhelmed.
A key part of the episode focuses on confidence. Ian shares a story about belief and how vital it is for an MSP owner to feel certain that their service improves the lives of their clients. This leads to a powerful section in which Justin Neale explains how MSPs can build internal confidence by digging deeper into the value they already create. Many MSPs have clients who have scaled successfully, saved money, increased productivity or avoided significant risk because of the work done behind the scenes. When an MSP reconnects with these stories, they often gain the certainty they need to approach pricing with more structure and leadership.
The conversation then moves to practical action. Justin Neale introduces the idea of customer scoring, a method that removes emotion from pricing decisions and helps MSPs understand which clients value them most. By using a simple scoring model, MSP owners can identify the clients who love working with them, spot those who are price sensitive and plan price increases with confidence. The aim is never to keep every client forever. The aim is to build a client base that aligns with the service, values and direction of the business. Healthy attrition is part of this process, and both Ian and Justin reinforce that stronger clients create stronger margins, which in turn create more stable and meaningful long-term relationships.
Ian and Justin then explore how client journeys shape value. Many MSPs operate in a reactive cycle where they solve issues as they arise. Justin Neale encourages owners to look at the complete customer journey and identify patterns that signal a deeper problem or a chance to improve the client experience. When MSPs understand the journey from the client's perspective, they make better decisions, improve service flow and create opportunities to add value without increasing workload. This mindset also helps owners feel more comfortable with premium positioning because the service becomes clearly aligned with outcomes.
The episode rounds off with a practical summary. The message is clear. MSPs who want to charge more need to stop selling lists and start selling outcomes. They need a pricing rhythm that feels calm, confident and predictable. They need to understand their ideal clients and build their service around the problems they can solve. And above all, they need the courage to lead the conversation on value rather than waiting for clients to raise it.
Ian closes the show with the reminder that every MSP can take steps to increase margins without creating disruption when they approach pricing with confidence, clarity and a focus on outcomes. With guidance from experts like Justin Neale, the path becomes much clearer and far more achievable.
Connect with Justin Neale through his LinkedIn by clicking HERE.
You can also visit their website and learn more about Value Alchemists by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of The IT Experts Podcast, Ian Luckett and Stuart Warwick explore why getting to "no" faster strengthens the way you grow your business. This conversation brings real clarity to the habits that shape confident decision making, especially when you want to build a cleaner and more focused MSP sales pipeline. You will hear why many owners feel weighed down by slow moving leads, how that drains energy, and how simple shifts in the way you qualify can transform the shape of your growth rhythm.
Ian and Stuart open with a truth that every MSP will recognise. Sales always sounds simple from the outside, yet the reality feels very different when you are the one carrying the pressure. The MSP sales pipeline often feels full, although most owners know it is filled with names that are unlikely to convert. The desire to keep every lead alive comes from a natural fear of scarcity. When you have a smaller base of clients, each opportunity feels precious. The irony is that this mindset creates friction and slows you down, because you spend time speaking to the wrong people for too long. Ian and Stuart talk about the emotional weight of this and how freeing it can be when you learn to release poor fits earlier.
Stuart shares a story from early in his career which shaped the way he thinks about conversations. He describes reading every sales book he could find and learning one lesson that has stayed with him for decades. The quicker you reach a clear decision, the easier sales becomes. When someone is not the right fit, the next suitable opportunity is already on its way. The MSP sales pipeline becomes stronger when you remove those who do not align with your pricing, your standards or your approach. This mindset gives owners permission to be open, direct, and decisive. It also removes the fear of missing out, because clarity creates space for better prospects.
The conversation moves to confidence. Both hosts explain how confidence is one of the most attractive qualities in any sales process. Prospects want an expert who stands tall, explains things clearly and leads with structure. Ian talks about how this shows up at events and networking conversations. When you know your value, you ask better questions and you guide the discussion in a way that respects your time and theirs. The MSP sales pipeline works best when you feel comfortable enough to ask whether the person in front of you is a right fit now, rather than keeping them in the wings hoping they return one day.
Scripts and prepared questions play a powerful role here. Ian and Stuart highlight how simple prompts can uncover intent quickly. Asking whether something is a now decision or a later decision helps you avoid months of soft chasing. Many MSP owners avoid clarity because they fear hearing something they do not want to hear. Ian compares this to checking your financials. You may feel anxious about seeing the detail, although seeing the truth always helps you make stronger decisions. The MSP sales pipeline becomes healthier when you know where each conversation sits.
The episode also explores how targeting sharpens every stage of sales. When you understand your ideal client profile, you know who you serve best and why. This shapes your questions, your positioning and your confidence. Stuart talks about specialists who focus on accountants or professional services and how this improves every conversation. When your targeting is precise, you get to yes faster without forcing anything. The MSP sales pipeline fills with people who already understand your relevance, which shortens the sales cycle and lifts conversion rates.
Toward the end of the episode, both hosts underline the importance of consistency. When you have a steady rhythm of leads, qualification feels lighter. You feel less attached to every single conversation. This freedom helps you sound clearer, gain trust, and hold stronger boundaries. You say no with ease when someone is not right. This shapes a high-quality MSP sales pipeline that contains engaged prospects who value your advice and want to move forward.
This episode equips you with a practical and confidence building way of thinking about sales. It encourages you to take control, ask better questions, and give your future clients the experience they need from the moment they meet you. When you embrace this approach, you create clarity, shorten your sales cycle and grow with far more ease.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of the IT Experts Podcast, I sit down with the brilliant Marcus Sheridan to unpack one of the biggest questions on every MSP owners mind how to attract endless customers into your MSP in a world that has completely changed the way it buys. This conversation is all about practical action. Marcus and I explore what is really going on in the heads of your buyers, why they now arrive eighty percent of the way through their buying journey before they ever speak to you, and how you can position your MSP as the firm that AI tools and humans are both recommending. If you are serious about growth and you want to understand how The MSP Growth Hub thinking lines up with the They Ask You Answer and Endless Customers approach, this episode will keep you thinking for a very long time.
Marcus starts by calling out what most MSP owners already feel, even if they have not put words to it. Your prospects are now digital first buyers. They want to feel informed, confident, and in control long before they ever book a call. They research on their own, they consume content at volume, they use AI tools, and they are desperate to avoid making a poor decision. The key insight is simple. You need to win the eighty percent of the journey that happens before the contact form. If that learning happens on someone else's site, or inside someone else's content, then that other provider will gain first contact, first conversation and very often the client. At The MSP Growth Hub we see this play out all the time when owners tell us that new clients feel like they already know us, because they have listened to the podcast, downloaded the Ultimate MSP Growth Guide, or spent time inside our content before any sales conversation takes place.
From there Marcus shares the five subjects that every serious buyer researches and that very few MSPs address clearly enough. Pricing and costs, problems and fears, comparisons, reviews including the negative ones, and who is the best at solving a particular problem. Every time a business leader searches for things like best MSP for professional services or reviews of local IT providers, AI and search tools are looking for helpful, honest content that actually answers the question. The MSP Growth Hub approach lines up with this perfectly. Your content has one main job. It needs to educate, de-risk and build trust. We spend time in the episode on the topic that makes most MSPs uncomfortable, the money conversation. Marcus explains that the first question any buyer has is roughly what is this going to cost and that this question acts as the gateway to the rest of the journey. When a website hides pricing, visitors feel frustrated, click away within seconds and carry on searching until they find a provider who will help them understand the drivers of cost and value. That insight alone, if applied with a bit of courage, can transform how your MSP generates leads.
Marcus then shares examples from his own swimming pool company, where a single pricing article that explained what affects the cost of a pool, without giving a rigid one size fits all number, has generated tens of millions in revenue. The lesson for MSPs is clear. You do not need to publish a fixed price list for everything, you need to educate. Explain what drives the investment up or down, why some providers appear cheaper, why others charge more, and what a typical client might expect over the life of the relationship. When you do this openly, you stop commoditising your services, because somebody who reads that kind of content now understands value properly. Tools like pricing estimators and self-service assessments are going to become standard in the MSP space. Marcus talks about how adding a pricing estimator to a site can multiply inbound leads and why early adopters in our industry will gain a massive advantage before this becomes normal. Inside The MSP Growth Hub, we are already seeing appetite from MSP owners to build these types of tools into their marketing and sales funnels, as they realise that buyers expect to get useful answers without needing a call every time.
We also explore how AI will shape who is recommended and who gets ignored. For years the game has been about keeping Google and the human buyer happy. Now AI tools are becoming the layer that sits between the question and the supplier. If your MSP is not producing clear, honest, useful content that addresses the real questions buyers are asking, there is a risk that AI simply does not see you as the expert to recommend. Marcus shares a practical tool at aitrustsignals.com that scores how likely AI is to recommend you, and this lines up perfectly with The MSP Growth Hub philosophy that your digital presence is no longer optional. It is a core asset in your valuation and your growth plan.
For MSP owners who feel overwhelmed at the thought of producing content, Marcus strips away the complexity. He explains how his custom tools inside ChatGPT can generate powerful customer focused titles for your blogs and videos and then gives a very simple rhythm. Take one title a day, pull out your phone, open with a natural question that your client would ask, and answer it in the same way you would if you were sitting with them in a cafe. One take, no over editing, then hand it to someone who can upload and post it across your platforms. Ten minutes a day used in this way can position you as a trusted voice in your niche. At The MSP Growth Hub we are always reminding clients that they do not need television studio production to build trust. They need consistency, clarity, and a focus on the questions that actually keep their clients awake at night.
We round off the conversation by talking about team involvement and the link between content, sales, and leadership. Marcus reinforces a message that we share regularly inside The MSP Growth Hub. Everyone in the business is part of sales and marketing. Subject matter experts on the service desk, in projects, security and account management all hold knowledge that your buyers need to see and hear. A simple monthly rhythm where marketing interview these experts, record short sessions, and turn them into articles, videos, and posts can transform your authority in the market. We also touch on the health of sales cultures in MSPs and why regular sales training, strong discovery skills, and a consultative approach will always matter, even as AI and self-service tools advance.
If you want to take the ideas from this episode and apply them to your own MSP, The MSP Growth Hub has a suite of resources designed to help you build trust, educate your market and generate more of the right leads. Start by grabbing the Ultimate MSP Growth Guide which helps you decide what type of support you need and when. Then take the MSP Mastery quiz which will give you a rapid scan of your business and highlight the one or two areas that will unlock more time, more engaged people, and more high-quality opportunities. As Marcus says in the show, your responsibility as an owner is to stay forward thinking, lean into these changes and lead your market rather than sit on the sidelines.
You can connect with Nicola Moss on her LinkedIn HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of the IT Experts Podcast, we explore why so many MSPs hit a ceiling when it comes to growth and how shifting your marketing mindset from activity to strategy can unlock the next level of success.
I'm joined by THE Nicola Moss, a seasoned marketing leader and founder of The Fractional Marketeer, who works with MSPs to bring structure, credibility and clear direction to their marketing efforts. Nicola has spent years leading marketing functions inside MSPs, so she knows first-hand the challenges that owners face when they try to move from tactical marketing, emails, webinars, and social posts to a true strategic approach that builds long-term business value.
At The MSP Growth Hub, we see this all the time. Many owners tell us they are doing "some marketing" but feel it's not getting traction. They're sending emails, posting online, maybe running the odd event, but it all feels disconnected. Nicola explained that this is where most MSPs sit for far too long, often because marketing isn't their happy place. It feels complicated, time-consuming, and expensive. But as Nicola reminded us, what got you here won't get you there. The habits that got an MSP to a few million in revenue are rarely the ones that will take it beyond that point. To grow, you need to think differently.
Nicola talked about the moment when MSPs start to realise they need a more cohesive approach. That's when things start to feel messy. There's often a marketing assistant, a digital agency, maybe a salesperson, but no one is joining the dots. It becomes fragmented, and without a guiding hand, you end up with activity without impact. This is where having a clear marketing strategy connected directly to your business goals becomes essential.
At The MSP Growth Hub, we help MSPs connect the dots between their commercial plan and their marketing focus. Nicola shared that one of the biggest mindset shifts for MSPs is to start viewing marketing not just as lead generation, but as a way of building transferable value. She made the point that every MSP will eventually exit their business, whether through sale or succession, and that marketing has a direct influence on valuation. A well-defined brand, a consistent message, and clear differentiation all make the business more attractive to both clients and buyers.
We also explored the question of what an effective marketing team should look like. Nicola explained that in smaller MSPs, marketing often starts with an outsourced agency or a junior hire handling basic digital tasks. But as the business grows, it becomes important to have someone internal who understands the company, its values and its customers. Eventually, that person needs strategic guidance to connect all the moving parts: sales, operations, and growth priorities. This is where bringing in a fractional CMO or senior marketing lead can make a huge difference.
At The MSP Growth Hub, we often encourage MSPs to grow their own internal marketing resource but to support them with strategic oversight. Nicola's experience as a fractional CMO mirrors this. She shared how her clients benefit from having someone who isn't just managing an agency but is actually embedded in the business, aligning marketing to outcomes such as revenue growth, client retention, and brand credibility.
A major part of the discussion was about measurement. Marketing can feel hard to measure, especially when some activities build awareness and trust over time. Nicola acknowledged that not everything can be tracked to a spreadsheet, but revenue growth, margin contribution, and progress against the business plan are strong indicators that marketing is doing its job. She also pointed out that marketing and sales should share the same growth targets. Success comes when both teams work together, not in silos.
Another powerful insight came when we talked about the middle of the funnel: the stage between awareness and conversion. Many MSPs are active at the top of the funnel, creating blogs or posting on LinkedIn, and they get referrals at the bottom, but there's a big gap in the middle. Nicola explained that this is where educational webinars, customer advocacy, and community engagement play a huge role. Case studies, client stories and thought leadership all help to build trust and credibility before a sales conversation even begins.
As we wrapped up, Nicola left us with an important reminder. Marketing isn't a nice-to-have. It requires investment, consistency and strategic thinking. The MSPs that succeed are those that move beyond scattergun activity and focus their marketing around clear objectives that support the overall business plan. When marketing, sales and leadership are aligned, growth becomes predictable and sustainable.
At The MSP Growth Hub, we see this shift in action every day. The MSPs that take a more strategic view of their marketing see stronger lead flow, better client retention and ultimately higher valuations when it's time to sell or seek investment. Nicola's insights show that this level of clarity doesn't come from doing more, it comes from thinking smarter, aligning your message with your market, and building a marketing function that truly drives the business forward.
If you're ready to step back and look at your marketing through a more strategic lens, this episode with Nicola Moss is one you won't want to miss. It's a reminder that sustainable growth starts with focus, alignment, and a plan that connects marketing directly to your MSP's long-term goals.
You can connect with Nicola Moss on her LinkedIn HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
In this episode of the IT Experts Podcast, I sat down with the brilliant Fiona Challis to separate reality from the noise and give MSP owners a practical route to value. We opened with a simple viewpoint. AI is not a magic fix and it is not a toy to chase. It becomes powerful when it sits on top of clear processes, clean data, and a focused plan.
That theme runs through the whole conversation with Fiona Challis, who has spent recent years enabling partners around enterprise AI and then translating that experience for the MSP world. The result is a set of grounded lessons that help you create capacity, improve client experience, and grow revenue without creating chaos.
We began with the service desk, because it is where most MSPs feel the pain. Fiona Challis drew a helpful line between automation and AI. Many teams still have a backlog of simple automations available inside the tools they already pay for. Tidy those first to free time and reduce firefighting. Once the ground is set, AI can handle a large slice of tier one demand through voice agents and smart triage. A well-trained voice agent can answer calls, qualify the user, create a ticket with the right context, and get it to the correct queue. That single move lowers the noise floor and gives engineers the space to do higher value work. The critical point is that none of this works without basic workflows, decent documentation, and accurate data. Garbage in leads to poor outcomes. A little discipline in process creates a lot of value once you layer in AI.
Sales and marketing came next. Many MSP owners dislike this part of the job and often push it to the bottom of the to do list. AI can carry a heavy load here when used thoughtfully. Fiona Challis explained how an AI SDR can answer inbound calls at all hours, qualify interest, book meetings straight into your calendar, and route non buyers to relevant assets that nurture interest. That removes delay and prevents lead leakage. On outbound and account development, an AI analyst agent can sweep your CRM and contracts to surface missed opportunities across your existing base. We discussed one real world example where this activity revealed more than six hundred thousand pounds of potential from accounts that were already paying the MSP. That kind of return changes the shape of the quarter and gives your team a clear priority list.
Tool choice came up, and we gave a steer that saves time. Do not buy software based on headline price. Measure tools by the hours they give back, the improvement in client experience, and how they help your team perform. Money can be earned again. Time cannot. If one platform removes half of your tier one traffic or cuts proposal cycle time in half, that platform pays for itself many times over.
We then tackled client offerings, with a special focus on Microsoft Copilot. Many MSPs sell the licence and stop there, which leaves clients confused and creates security risk from ad hoc use of multiple AI tools. The fix is simple and valuable. Adopt Copilot inside your own MSP first and create one or two internal champions. Capture the time saved and the outcomes you achieve. Lead with those use cases in your conversations. Follow that with a paid AI or Copilot readiness assessment that checks data hygiene, permissions, workflows, and change readiness.
Fiona Challis has seen MSPs charge meaningfully for this assessment, then package remedial work to clean data, lock down access, and prepare the environment. Once the foundations are set, run a 30-day adoption pilot that targets a visible quick win, like meeting summaries with actions, agent setup for routine tasks, or document drafting for proposals. After the pilot, move into an acceleration phase that adds leaderboards, prompt packs, training rhythms, and light gamification to drive real adoption. The message is simple. You are not selling a licence. You are guiding a transformation that raises productivity, revenue, and experience for users and clients.
A question many owners ask is who delivers all of this. The pathway is not heavy. Your AI SDR filters interest and books the right conversations. Your internal champions run the readiness assessment with a clear checklist. Your engineers deliver the remediation as projects with defined outcomes. Your client success rhythm then tracks adoption and wins. That repeatable sequence turns Copilot from an unprofitable add on into a profitable solution stack that protects your base and attracts buyers who value progress.
Throughout the episode, Fiona Challis emphasised a steady cadence. Create a two-year roadmap across four quadrants, service operations, sales, marketing, and client offerings. Pick one quick win every 30 to 90 days. Implement, measure, and move to the next win. That rhythm stops the noise, builds confidence, and compounds results. It also positions you as a managed AI provider in the eyes of your clients. You become the partner who assesses readiness, remediates risk, aligns workflow, and accelerates adoption with measurable impact.
AI becomes a growth engine when it sits on top of simple process, clean data, and a plan your team can follow. Start inside your business. Automate what you can. Deploy AI where it makes a dent in time and quality. Use AI to make sales and marketing consistent so that your calendar fills with qualified meetings. Become your own best Copilot case study, sell the readiness assessment, deliver the remediation, and lead a visible 30-day pilot that wins hearts and minds. Keep going with an acceleration pack that keeps adoption rising every week. That is the path to scale with confidence.
You can connect with Fiona Challis on her LinkedIn HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
Ian begins by reflecting on how mindset shapes outcomes. He shares how his own transformation began during long commutes to Heathrow Airport years ago, when he discovered the power of self-belief through learning from leaders like Tony Robbins. That journey sparked a shift in perspective, from being an employee to building a business owner mindset. The lesson is simple but profound: your body listens to what your mind tells it. If you believe you can achieve something, you probably will. If you believe you cannot, that becomes your reality too.
Many MSP owners, as Ian points out, didn't plan to become business leaders. Most began as technicians who happened to grow into ownership. They excel at problem-solving for clients but often struggle to apply the same logic to their own growth. The result is self-doubt, limited belief, and a feeling of being stuck. Ian reminds listeners that personal growth must come before business growth. This is why The MSP Growth Hub focuses heavily on developing leadership confidence alongside commercial strategy. As Ian says, "We help businesses grow, but we have to grow you first."
He challenges MSP owners to recognise how their words shape their world. The language they use, especially the quiet, internal language, determines what they act on and what they avoid. Phrases like "I don't have time," or "I'm not cut out for leadership," are not statements of fact but instructions to the brain that shut down opportunity. Replacing them with more empowering language such as "I need to prioritise my thousand-pound tasks" immediately shifts focus from limitation to action.
A key insight Ian shares is that environment matters just as much as mindset. The people you surround yourself with influence your standards, your energy, and your belief in what's possible. He reminds MSPs that they become the average of the five people they spend the most time with. If you constantly engage with people who complain about what cannot be changed, you absorb that energy. Surround yourself instead with people who inspire you, who push boundaries, and who live by example. This is the community The MSP Growth Hub strives to create: one built on encouragement, accountability, and shared ambition.
Ian also reflects on the role of leadership in overcoming self-doubt. Many MSP owners still hold on to the idea that they must do everything themselves. This belief not only causes burnout but also prevents the team from stepping up. He encourages owners to delegate more, even if that means allowing others to complete tasks to 80 percent of your standard. Good is often good enough when it frees up your time to focus on strategic, high-value work. A business grows faster when the owner stops being the bottleneck.
He highlights the importance of language within leadership. The way an MSP owner communicates sets the tone for the whole organisation. Team members mirror what they see. If the leader walks in with low energy or frustration, the team absorbs it. But if the leader models calm confidence, focus, and positivity, that mindset ripples through the business. Ian uses the concept of the "shadow of the leader" to describe this effect and urges MSP owners to become conscious of the influence they carry every day.
Practical tools also come into play. Ian recommends using DISC profiling to understand how different personalities work and communicate within a team. Knowing who thrives on detail, who leads naturally, and who needs space to create helps prevent tension and improves collaboration. He also advises journaling weekly wins as a habit. This reflection process helps leaders recognise how far they've come, reinforces confidence, and resets their mindset for the next challenge.
Throughout the episode, Ian brings together mindset and action in a way that is both motivational and practical. He reminds MSP owners that affirmations and belief alone are not enough. They must be followed by structure, discipline, and consistent action. Change begins by catching negative language in the moment and reframing it into something constructive. It continues through small daily habits that reinforce confidence and leadership presence
By the end of the episode, the message is clear: change your language, change your business, change your life. Belief fuels behaviour, and behaviour drives results. Every MSP owner has the potential to lead with strength and clarity, but it starts with internal dialogue. The silent language you use can either keep you stuck or propel you forward.
This episode is a reminder that success begins between your ears. When you build a habit of positive language, surround yourself with the right people, and empower your team to take ownership, you create the foundation for sustainable MSP growth. Whether you are aiming for your first million or scaling towards five, the mindset principles shared here are the groundwork for everything that follows.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
- Control through clarity
When your business starts growing faster, the natural reaction is to hold on tighter. You try to stay in every detail because it feels safer. The problem is that this habit quickly turns you into the bottleneck.
The solution is targeted delegation supported by simple and clear processes. I encourage MSP leaders to split their work into three levels. The first level is low-value work that an assistant or automation can handle. The second level is management work that belongs to team leaders who take responsibility for outcomes. The third level is strategic work where you think, decide, and set the direction of the business.
When you move the low-value work off your plate, you free up space for the tasks only you can do. At The MSP Growth Hub, we coach this every week because most breakthroughs begin with this single decision. If it is a ten-pound task, automate it or assign it. If it is leadership, delegate it with trust and clarity. If it is strategic, book it in your diary and protect that time. This step alone moves owners out of the weeds and starts a chain reaction that leads to MSP success.
- Energy before efficiency
True MSP success does not come from working longer hours or pushing through with caffeine and willpower. It comes from leading with energy and clarity. Many business owners push through exhaustion for months and wonder why their judgement slips and patience fades.
The MSPs that sustain long-term success treat health as part of the business plan. They sleep properly, take breaks, exercise, and protect their recovery time. They plan holidays early, share the load with capable teams, and use metrics to stay out of constant firefighting. A tired leader makes slow and reactive choices. A rested leader sets one clear priority, communicates it well, and allows the system to deliver results.
- Build a culture that carries weight
Your team will always mirror your energy. If you appear frantic, they will behave the same way. If you hold back decisions, they will queue at your door. The fix is leadership with clarity and trust.
Share the vision of the business and make sure every team member knows what success looks like. Place your strongest people in the areas where they have the biggest impact. Coach the middle performers to raise their standard and move on those who are not aligned. When the right people own the right roles, delivery becomes smoother, projects complete on time, and clients feel well looked after.
- Make numbers visible
When pressure rises, your feelings can lie to you, but your numbers will always tell the truth. Build a weekly one-page dashboard that covers tickets, project milestones, sales pipeline, client satisfaction, and team capacity. Review it at the same time every week.
When all the numbers are on track, take time to rest. When one number starts to slip, focus on it until it returns to normal. This rhythm keeps your business stable and your mind clear. Leaders who manage from a simple, visible scorecard protect both their profits and their peace of mind.
- Plan thinking time
The most successful MSP owners schedule time to work on the business, not just in it. Create ninety-minute blocks each week to review progress, improve processes, and remove friction. Invite a team leader into one of these sessions and ask them to improve one small step in a key process. Document the change and share it with the wider team. Over time, you will remove dozens of small frustrations that waste hours. Many owners find this habit alone frees up their evenings and restores their balance.
- Protect your downtime
Book your holidays in advance and treat them with the same importance as a major client project. Two weeks before you go, run a readiness drill. Confirm who covers what, check all access and systems, and prepare client communications. When you do this, the team gains confidence, clients feel secure, and you return refreshed and ready to make sharper decisions.
Success without structure eventually damages well-being and client experience. Structure with heart delivers both growth and calm.
So this week, make it practical. Move one low-value task off your plate. Build one simple dashboard to review each Friday. Schedule one ninety-minute strategy block. Share one clear expectation with a team member and give them space to meet it.
At The MSP Growth Hub, we have seen these habits transform owners from busy to balanced and unlock real MSP success. If this episode resonated with you, reach out and tell us where growth has started to pinch your time or energy. The team and I can help you install the systems that protect performance and reduce stress.
You deserve an MSP that serves clients brilliantly, creates opportunities for your people, and gives you the freedom to enjoy the life you are building. That is what true MSP success looks like.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I'll catch up with you soon!
The reality is that many MSPs grow through referrals and good account management. That, in itself, is not a bad thing, but when the business matures, you can find yourself in a position where a single client represents 30, 40, even 50 percent of your revenue. They may also be one of your most profitable accounts, so the dependency is even greater. If that client gets bought, merges, or decides to build an internal IT team, you are left exposed. Worse still, if they go bust, you’re not only losing revenue but also carrying the burden of licences, subscriptions, and staff wages with no way to cover them. This is the sort of chain reaction that can force redundancies, damage your confidence, and undo years of hard work building your technical team.
It is not only about operational pain either. From a valuation perspective, client concentration is a red flag. Any potential investor or acquirer will be put off if they see that one client represents too much of your turnover. Even if your profitability is strong, your valuation can collapse overnight if this risk is present. That’s why managing concentration is so critical for an MSP that is serious about scaling and building long-term transferable value.
So, what can you do about it? The first step is to track revenue concentration carefully. Aim to keep any single client below 20 to 25 percent of your total turnover. This doesn’t mean you stop growing your large accounts, but it does mean you must actively nurture your smaller ones and bring in new larger clients to redress the balance. You also need to analyse profitability per client. Turnover is misleading if it is not supported by strong margins. A noisy client that consumes excessive service desk time may actually be one of your least profitable accounts, while a quieter one that steadily pays and adopts more of your stack could be a star performer. Break it down across support, subscriptions, projects, and hardware so you have a clear picture of where your profit truly sits.
Building a growth plan around your client base is another powerful move. Upselling, cross-selling, and what’s often called whitespace selling can transform profitability without chasing new business. List your services against each client and see where the gaps are. Many MSPs overlook this because they are too busy firefighting, yet it’s one of the easiest ways to improve efficiency and increase turnover. Selling to people who already trust you will always be more effective than chasing cold prospects.
Marketing plays a huge role here too. You cannot afford to stop and start your Marketing activity whenever you feel the pressure. Consistency is everything. Building a new client runway takes time and energy, and it is the only way to create predictable growth. The credibility, trust, and authority that comes with effective Marketing doesn’t happen overnight, but once the engine is working it gives you resilience when a client leaves. Too many MSPs wait until they are in crisis mode to switch Marketing back on, only to find that it’s far too late to plug the gap.
Account management also needs to be taken seriously. Strong client relationships not only increase revenue but also help you spot risks early. Assigning account managers means you have people acting as the eyes and ears of the business, looking for new opportunities and changes in client circumstances. Focus your attention on accounts that are profitable and likely to grow. Sometimes the small clients today are the ones that explode tomorrow, and you want to be there when they do.
Once you start putting these practices into place, the benefits compound. You sleep better at night because you’re no longer reliant on one client to keep the lights on. You build predictable growth because your Marketing engine is consistent, and your client portfolio is balanced. You increase your valuation because you’re spreading risk and demonstrating resilience. Most importantly, you gain the confidence to invest in your people, in automation, and even in acquisitions that can further dilute your concentration risk.
The message here is simple: don’t let one client hold your business hostage. Analyse your profitability, manage your client concentration, keep your Marketing consistent, and strengthen your account management. When you do this, you protect your business, protect your team, and create the foundation to scale on your terms. This is how you build a business that works for you rather than you for it.
That’s what this episode of the IT Experts Podcast is all about. It’s not about fear, it’s about taking control. Because the sooner you address this risk, the stronger and more valuable your MSP will become.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart and I opened the room with a simple truth. Progress comes from consistency. The Intensive works because it anchors everyone to a living plan that links a three-to-five-year vision to an annual focus and down to a current sixteen-week sprint. When owners follow the process, complete their dashboards, and show up to the weekly rhythm, results compound. The Intensive is where that discipline gets renewed. People sit with peers, compare notes, and see with fresh eyes that the next leap is in reach when the right activity happens in the right order. A major theme this time was sales and marketing as part of our Scale with Confidence model. Many owners had been waiting for a perfect moment to build a pipeline engine. The Intensive reminded everyone that the engine starts turning when daily activity is tracked, reviewed, and refined. We unveiled a refreshed New Client Runway roadmap that simplifies the work into three plain steps with clear sub steps, templates, and ownership. The reaction in the room said it all. Heads were nodding. Teams could see what to do, when to do it, and who would lead each piece. Confusion lifted and energy rose because the path was visible. That is the purpose of the Intensive. Remove guesswork and create momentum.
Leadership development featured strongly. Our leadership coach, Julie Hutchison, helped owners face a vital question. Who do I need to be to lead this next phase. Not only what do I need to do. The distinction matters. Doing solves tasks. Being sets culture, creates standards, and unlocks others. Julie also highlighted the power of partners in the room. Spouses and business partners arrived a little cautious then quickly felt welcomed as integral contributors. Once they saw where they fit in the plan they spoke up with insight and took ownership of the levers they can pull. The Intensive gave them a safe space to step forward. That is a win for alignment and a win for home life too.
Finance was front and centre with our finance coach, Clare Elliott. Clare tied the sales and marketing conversation back to numbers that tell the truth. Run rate. Margins. Pipeline value by stage. Activity to meeting to proposal to sale. She challenged everyone to share financial targets with their teams so the whole business can rally. One client set a monthly target, shared it openly, and within forty-eight hours the gap narrowed to a few thousand pounds as the team pulled together. Another client crossed their million-pound milestone during the event. The cheer that went up summed up the spirit of the Intensive. Clear targets, shared ownership, and collective pride in progress.
Across the tables a pattern emerged. Several owners felt overwhelmed even as the business was growing fast. They were in the thick of success and could not see the wood for the trees. The solution in the room was practical and calm. Step up to thirty thousand feet. Look back at how far you have come. Reconnect to the plan. Trim distractions. Commit to three priorities for the next sixteen weeks and move everything else to the later list. The Intensive created that breathing space. People left lighter because they made decisions and booked actions with dates and names against them.
Community remains a secret weapon. The infamous quiz returned. Shirt of the day became a thing. Laughter flowed. Underneath the fun sits a very real benefit. Owners discover they are not alone. They swap playbooks, borrow templates, and set up follow up calls across the room. New friendships form that carry accountability far beyond the two days. The Intensive is a serious working event with a generous dose of human connection. That balance is why people come back.
My own light bulb moments were clear. First, our support tracks are landing. Transform Your Profits, Team Performance Engine, Future Leaders, and the marketing implementation track are lifting capability across the community. Owners are not only learning frameworks. Their finance leads, marketing coordinators, and service managers are in the room learning the same language and building the same muscle. Second, our refreshed marketing roadmap removed friction. When people see the journey end to end, confidence goes up and action follows. Third, the message we share with the wider market needs to meet owners at the point where many decide to change. A large client leaves. A key staff member moves on. A retirement horizon becomes real. The Intensive surfaced that pattern again and it will inform our outreach so we can help at the right moment.
To close, here is the essence of this episode and of the Intensive. Scaling an MSP is a process. Know your numbers. Build a plan you believe in. Execute the right activities in a steady rhythm. Develop leaders who can think and act without you. Share targets so your team can win with you. Surround yourself with a community that will cheer you on and hold you to account. The September Client Intensive delivered all of that. Plans were refreshed, confidence was renewed, and the ripple effect will show up in better weeks, stronger months, and a more valuable business. If you want your MSP to move from busy to purposeful and from hope to a clear path, the Intensive is where that shift begins and where it gets reinforced every time we come together.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Running an MSP can feel like a whirlwind of tickets, meetings, and decisions. This episode sets out a calm, workable route to operations that hum. Start with a clear plan that covers financials, growth, structure, and how each role fits. Communicate it well. Give every person a role profile, a scorecard, and clear expectations. When people know what they own and when to seek support, accountability rises, and your MSP becomes consistent and easier to lead.
One of the key themes in this conversation is how important it is to have a clear plan. Without a plan, everything in the business defaults back to you and that is the fastest way to become stuck in overwhelm. The plan has to cover financials, growth, organisational structure, and how each role in the business fits into that picture. From there, it is about clarity and communication. Everyone needs to know what their role is, what success looks like, and how their contribution connects with the bigger goal. This is where simple tools like role profiles, scorecards, and clear expectations come in. When your people understand the boundaries of what they can own, and where they need to seek help, you not only empower them but also create consistency and accountability.
We also cover the challenge of marketing for MSPs. Marketing is often seen as something mysterious or even unnecessary if referrals are coming in. Yet the MSPs that are really building momentum are the ones who are treating marketing like a serious business function. They are committing time and money to it, understanding that marketing is not about instant results but about building an engine that delivers leads consistently over the long term. Many MSP owners are highly technical and want to see immediate returns. They hire engineers and within three months they are delivering results. That expectation does not translate to marketing and sales. These functions take longer to build, require consistency, and need ongoing investment of both money and attention.
What works is starting with something simple, shipping it, and learning as you go. Instead of overthinking or waiting until everything is perfect, you put your message out into the market and then refine it based on feedback. This is exactly how successful software products are built, and the same principle applies to marketing your MSP. The important thing is to stick to the plan, avoid chopping and changing strategies every few months, and have patience with the process. As with all things in business, consistency wins. When you measure activities and outcomes in a meaningful way, you can track whether your marketing is leading to calls being booked and conversations being opened.
We also talk about how so many MSPs fall into the trap of using the same vanilla phrases when they try to differentiate themselves. Phrases like “we partner with our customers” or “it is all about people” are heard by prospects again and again, and they lose all impact. What lands is clarity of journey, strong communication, and the quality of how you manage people. Show how your team works, how you lead, and how you make outcomes repeatable. That is what sets an MSP apart.
The other big area we highlight is the role of leadership and succession. Too many MSP owners hold onto everything because they fear losing control or they are unsure whether their people are ready. The truth is, your next level of growth only comes when you create space for others to take ownership. Coach people to grow into responsibility even if the first pass is not perfect. Over time the team will surpass expectations, and you gain the headroom to focus on strategy, new services, or acquisitions.
A useful analogy that comes up is around focus. If you go out every morning and hit the same tree five times with a sharp axe, eventually the tree will fall. If you scatter your energy across ten different trees, you never make progress. The same applies in your MSP. Pick the three or four priorities that will make the biggest impact, put everything else in what we call the Disney drawer, and only go back to it once those priorities are delivered. This approach not only gives you results, it also builds confidence in yourself and in your team as you see the wins accumulate.
The bottom line is simple. Create the plan, work the plan, and the plan will work. With consistency and discipline, you reclaim time, smooth out operations, and create the freedom to make the bigger moves that grow your MSP. Take a moment to review your own plan. Is it clear and visible? Does every person know their measures and next step? Are you investing enough time and money into Marketing so your MSP is not reliant on luck or referrals? Apply these lessons and you will move from overwhelm to overdrive with a business that feels lighter, faster, and far more predictable.
Connect with Darren Strong through his LinkedIn by clicking HERE.
You can also visit their website and learn more about Scalable by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Over the last few days, I have had some powerful conversations with MSP owners about what really moves the needle when it comes to building a scalable and profitable business, and the truth is clear. A slick Marketing campaign will not compensate for weak processes, bottlenecks in delivery, or an MSP that still relies too heavily on the owner being needed in the day-to-day.
I share in this episode how the three key pillars of your MSP – direction and planning, building an effective and scalable team, and then sales and Marketing – need to be kept in balance. Too often the third pillar is where everyone wants to start, because it feels exciting to get leads and talk about growth. But the more valuable thing to do is to look under the bonnet and build out efficient processes, solid leadership, and an operating model that can run without you. This is what creates real transferable value. This is what buyers look for when they assess an MSP. It is not only about the turnover or the top line, it is about the EBITDA, the profit margins, the efficiency, and the strength of the team.
AI readiness was one of the big topics I covered, because while AI can speed things up, it cannot fix a broken help desk or replace processes that do not exist. If your MSP has gaps, inefficiencies, and inconsistent delivery, AI will only amplify the problem. Get your house in order first. Once your processes are mapped, optimised, and delegated, then AI can become the turbocharger for your business. Without that foundation, you risk being left behind while others take advantage of the efficiencies AI can deliver.
Another big theme is the importance of the EBITDA multipliers. I explained how improving operational efficiency, reducing client concentration, securing longer contracts, and getting the owner out of the daily grind can all add direct value to your MSP. Each of these improvements has the power to increase your multiplier and add significant chunks of value to your business. We are talking in terms of hundreds of thousands of pounds when these changes are applied. That is worth more than years of struggling with Marketing campaigns that may or may not deliver the return you hoped for.
I also shared some of the frustrations MSPs face when they stay stuck on tasks that are not theirs to do. Too many owners remain caught up in £10 an hour work when their real focus should be leading the business, coaching the team, and driving strategic value. Delegation is key here. Trust your team, cascade clear targets, and use operational scorecards to keep everyone aligned. When your team is empowered and accountable, the business can operate smoothly, clients are happier, and you can step back to focus on building value.
Retention and operational maturity came through as another strong theme. Before chasing more leads, make sure your existing clients are delighted, your service is slick, and your delivery model is predictable. When you strengthen the foundation of your MSP, you gain the confidence to grow without fear of cracks showing as you scale. Your numbers become clearer, your cashflow more predictable, and your stress levels drop. It is all about building a business that works for you rather than you for it.
The main point I wanted to drive home in this quick episode is that Marketing is not the silver bullet many think it is. Without strong processes, efficient systems, and a team that can operate without you, Marketing will only create more pressure. Instead, take the time to map your processes, delegate the right tasks, build operational scorecards, strengthen client retention, and then look at how AI can amplify it all. Once these foundations are in place, then Marketing will have the power to add real fuel to the fire. Until then, it can be a dangerous distraction that holds back your growth and keeps you stuck.
So this episode is a jab in the ribs for all MSP owners who feel the urge to throw everything at Marketing before their business is ready. Lift the bonnet, tune the engine, and make sure your MSP is efficient, profitable, and truly valuable. When you do that, not only does your EBITDA rise, but you also create the freedom of choice. Whether you want to grow, exit, or simply enjoy a business that runs smoothly without you, the outcome is far more rewarding. That is when you truly build an MSP that works for you, your team, and your clients.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
In this special episode Stuart and I take time to reflect on the milestones that have shaped our partnership, our clients, and the Growth Hub as a whole. We start right at the beginning when we first met. It was late in the Covid period and what started as a one-to-one conversation quickly turned into something much bigger. We realised that our values aligned, that our different personalities and skills would complement each other, and that together we could help more people, change more lives, and have a greater impact. That first milestone of recognising the power of working together has been the bedrock of what we do today.
We talk about how important it is for MSP owners to think about partnerships in their own business. Whether you are bringing in a shareholder, working with a potential acquisition partner, or developing your senior leadership team, you need both shared values and complementary skills. Stuart and I are very different in pace, approach, and thinking, but those differences have made the Growth Hub stronger. For MSPs the lesson is clear. Build a team where everyone brings something different to the table but is pulling in the same direction.
Another milestone was the integration of our frameworks, models, and clients. We both had our own ways of working and separate groups of clients when we joined forces. Instead of keeping things divided we decided to combine everything. We pulled together our systems, refined the content, and aligned everything around one shared approach. That was when the Scale with Confidence system really began to evolve. We also brought all our clients together, regardless of what they were paying at the time, and focused purely on delivering massive value. For MSP owners this mirrors what happens when you go through M&A or team integration. The milestone is not only in joining the businesses together but in aligning values, streamlining systems, and creating a single powerful client journey.
We also highlight the milestones in our marketing journey. Marketing to MSPs is not easy because you are busy, your world is changing quickly, and you are bombarded with content every day. What has made the difference for us is listening to what you tell us. Whether it is in coaching calls, events, or informal conversations, we listen to the problems MSP owners share and we turn those into practical content. That has led to a marketing machine that attracts the right people at the right time and makes sure we are having conversations that matter. The lesson here for MSPs is not to overcomplicate marketing. Think about how your clients want to be communicated with, meet them where they are in their journey, and build the right content to help them take the next step.
One of the most powerful milestones we discuss is the importance of future vision. Every MSP business will be sold one day. Whether you plan for it or not, whether it is to employees, family, or an external buyer, the day will come. The milestone is realising that you need to be building a saleable business today if you want to maximise value tomorrow. That means strong systems, predictable recurring revenue, clear leadership, and transferable value. Many MSP owners put this off until it is too late. The shift comes when you deliberately start to build a business that has value beyond you as the owner.
In this episode Stuart and I also share how our vision goes beyond the Growth Hub. We both have personal connections to supporting people with special needs and we are building towards creating a supported living initiative as part of our long-term legacy. That north star keeps us focused and reminds us that the work we do with MSPs is not only about revenue growth and EBITDA multiples. It is about creating businesses that enable owners to live their lives with purpose and choice.
250 episodes in, we are still as energised and committed as ever. The milestones so far have been significant, from our first meeting, to building the Growth Hub, to refining our frameworks, to helping dozens of ambitious MSPs scale with confidence. The future milestones are even bigger. Whether that is supporting more MSPs to reach the one million mark, helping those already there to accelerate to five million, or preparing owners for successful exits, our focus is clear.
We finish this episode by raising a glass to you, our listeners, clients, and supporters. Thank you for being part of this journey and for sharing your feedback, ideas, and encouragement. This podcast would not exist without you. Here is to the next 250 episodes, to more milestones that matter, and to helping even more MSP owners build businesses that give them freedom, impact, and fun.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Phil explained that Microsoft has made Copilot a central part of its roadmap. This means MSPs cannot afford to sit back and wait. If you are not leading your clients into Copilot, someone else will. That could mean losing accounts that you have worked hard to win. Phil shared how his own business moved from experimenting with ChatGPT into fully embedding Copilot across their development and operations. By doing so, they cut development cycles down to a fraction of the time. What used to take ten days is now done in a single day. That sort of productivity gain is not about gimmicks, it is about efficiency, growth, and having more capacity to serve clients better.
One of the big themes from our conversation was the need to link Copilot to ROI. Phil Hames emphasised that clients do not care about the tech in isolation, they care about outcomes. If you are speaking to an MD or FD, the language is about time saved, money protected, and revenue increased. A great example Phil shared was a systems integrator who said without Copilot he would need two assistants to handle the workload. That is the kind of proof point that matters in boardroom conversations. If MSPs focus on ROI, then Copilot becomes a way to open up strategic sales conversations instead of ending up as small talk at events.
We also talked about how to use Copilot to create professional service opportunities. Too often, MSPs risk giving it away by showing the wow factor without packaging it up. Phil outlined how readiness assessments can form the foundation. By reviewing secure scores, checking for malware, ensuring data backup practices are solid, and highlighting user adoption gaps, you immediately move the discussion into risk management and ongoing service delivery. He explained that the average secure score across Microsoft 365 tenants is barely above 50 per cent, and only a small minority get above 70 per cent. That means the majority of businesses are leaving themselves exposed. By positioning Copilot readiness alongside security and compliance, MSPs can frame projects that deliver real value and recurring service opportunities.
One of the most powerful ideas from Phil Hames was how to approach Copilot not as a standalone toy but as part of the wider Microsoft stack. That means choosing strategic projects with clients, solving real problems with measurable outcomes, and then wrapping managed services around them. He shared the story of an agricultural business that used AI to transform their call handling process. By capturing information automatically, decisions could be made faster, response times improved, and fewer staff were needed to handle the same volume. That is where Copilot creates ROI. MSPs who take this approach will have clear case studies to take to prospects and new markets.
We also explored the risk conversation. Many MSPs worry about how to move from talking about features to talking about business value. A practical way is to ask a client to outline their biggest business risks. If IT is not near the top, that raises alarms in itself. By integrating Copilot into this discussion, MSPs can highlight how unprotected data, misconfigured SharePoint access, or weak security controls can turn new AI functionality into a huge vulnerability. As Phil put it, switching on Copilot without readiness is like leaving the office door wide open overnight. This makes the need for ongoing management, monitoring, and support services absolutely clear.
Phil also encouraged MSPs to think about specialisation. If you build a Copilot project in one sector, do not reinvent the wheel for the next client. Package it up, document it, and replicate it across similar businesses. This approach means MSPs can build repeatable services, increase margins, and create frameworks that scale. It is the same principle as writing a book that sells thousands of copies instead of a single edition. By niching down, you can become the go to provider for that sector’s AI and Copilot needs.
As we wrapped up the conversation, Phil Hames outlined three clear actions for MSPs. First, use Copilot internally so you have credibility and real stories to share. Second, package your offering so it is not only about licences but about readiness, adoption, and measurable usage. Third, keep ROI at the centre of every conversation. Without showing return on investment, clients will not stay engaged and you will miss the chance to build lasting value.
This episode was packed with practical insight that every MSP can take away. Copilot is not a passing trend, it is a core part of Microsoft’s future and therefore a core part of the MSP service stack. If you approach it with the mindset of ROI, risk management, and repeatable solutions, then it becomes a gateway to bigger projects, stronger client relationships, and more profitable services. Phil Hames summed it up perfectly: if you are not in AI, how are you going to be in IT? It is time to embrace Copilot, not as a gimmick, but as a tool for growth, security, and long term client value.
Reach out to Phil Hames by visiting the TBSC website, just click HERE, or you can also email him directly at p.hames@tbsc.cloud
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We began by talking about the misconception that AI is a silver bullet that can be dropped into any MSP and instantly transform it. Jamie explained that AI on its own is like a brain in a jar, full of potential but not connected to anything. Automation on the other hand is like the hands, the part that does the work. When you combine the two, you get intelligent automation and that is where the real business value sits. The challenge for MSPs is not to get caught up in the marketing hype but to understand what AI really is and how it can be applied in practical ways to drive efficiency and profitability.
Jamie shared his perspective from running his own MSP for more than 25 years and highlighted that most MSP owners are being bombarded with terms like AI, automation, and intelligent automation without any clear definitions. He broke it down simply, helping us see that the language being used is part of the problem. Clients often say they want AI to solve something, but in reality, they mean automation. This is why clarity is so important for MSPs if they want to build trust with their clients and not get lost in the buzzwords.
One of the strongest points in the conversation was that AI will not fix a broken process. If your MSP has unclear or inefficient processes, then adding AI or automation on top will only make a bad situation worse and faster. Jamie encouraged MSP owners to start by mapping out their processes clearly, whether that is on a whiteboard or with sticky notes on a wall. Get the people who are involved in those processes to contribute so that you build an accurate picture of what really happens in your business. Only then can you decide which parts of the process could benefit from automation and where AI might add intelligence.
We also talked about the need for MSPs to adapt. Internally, MSPs need to be using automation and AI to improve the way they work, because competitors are already doing so. Externally, MSPs need to be ready to support their clients with education, guidance, and delivery of AI solutions. If they are not, then clients will go elsewhere and potentially move their entire IT relationship with them. The message was clear: adapt or risk being left behind.
Another important area we explored was the role of people. There is a fear that lower-level engineering roles in MSPs will disappear because AI and automation will take them over. Jamie’s view is that while some tasks will be automated, the human element will always remain essential. Clients want to hear a human voice, particularly when something goes wrong, and they want to feel reassured that someone is standing alongside them. This is what builds trust and delivers the kind of service experience that creates long-term loyalty. Automation and AI should be used to enhance productivity and free up time for teams to focus on more valuable work, not as a replacement for people.
Jamie also shared practical advice for MSPs on where to start. Do not attempt to automate the most complex processes first. Instead, look for low complexity and high benefit wins. These might be gathering information into systems or notifying clients of ticket progress. These areas are often simpler to automate and can deliver quick results, creating momentum for bigger changes later on. He explained his gains methodology that looks at gathering, action, intelligence, and notify steps in processes, with the best starting points often being the gathering or notifying stages rather than jumping straight into the intelligence part.
We closed the conversation with some reflections on the future of MSPs in a world increasingly shaped by AI. Jamie’s prediction is that MSPs will either embrace automation and AI as part of their service or risk being displaced by companies who do. He also believes there will be a convergence, where clients expect MSPs to deliver both IT support and automation services. Those MSPs who can educate their clients, deliver meaningful improvements, and keep the human touch will thrive.
This episode is a powerful reminder that AI in your MSP is not something to fear but something to understand properly. If you approach it with clarity, focus on your processes, involve your people, and take it step by step, then you can harness its potential to create a stronger, more efficient, and more valuable business. AI is not a magic fix, but in the right hands and with the right mindset, it can be a game changer for MSPs who are willing to adapt and lead their clients with confidence.
Connect with Jamie Claret through his LinkedIn HERE or if you want to learn more about Autonomate, feel free to visit their website HERE
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Neil is not someone who talks theory without having walked the walk. With over 30 years in the IT industry, including seven and a half years running a highly successful MSP in the East Midlands, Neil has experienced the highs, the challenges, and the pivotal moments that make all the difference when scaling a business. His MSP grew to around 300 clients, a 35-strong team, and was turning over close to £5 million by the time he exited earlier this year. Now through MSP Clarity, Neil helps other MSP owners gain the direction and focus they need to grow and scale effectively.
We dig into the lessons Neil wishes he had applied earlier and the big shifts that brought the most impact. One of his strongest messages is the need to define your offering early and price it with structure. Too many MSPs start with finger-in-the-air pricing, lose track as clients scale, and fail to set clear rate cards. Neil also stresses the value of building your brand and tone of voice early, getting clear on who you serve, why you serve them, and how you communicate that. He is adamant that MSP Marketing is not about vague “we do IT” messages or chasing every business with a computer, but about being specific and showing genuine understanding of your target market. In his case, focusing on accountants and solicitors played to his team’s strengths and created a reputation that brought in higher quality leads.
We explore the pitfalls MSPs fall into, including relying solely on referrals, neglecting their websites, using fear-based tactics, overpromising and underdelivering, spamming LinkedIn messages, and failing to follow up leads consistently. Neil explains why traditional marketing often fails for MSPs, and why the key is building a long-term journey for prospects with consistent, value-adding touch points. The most successful MSP Marketing is about staying visible and relevant over time, understanding that some prospects will take months or even years to convert. He also highlights the importance of making the most of your existing client base, tracking what products or services they are not yet buying from you, and approaching them with solutions that genuinely improve their business.
We then move into Neil’s top do’s for MSP Marketing, starting with defining your ideal client profile and focusing on business outcomes rather than tech specs. He champions the use of case studies and testimonials as powerful social proof, creating helpful educational content to empower clients, and leveraging tools like local SEO and Google Business profiles to make it easier for people to find and trust you. He is a big believer in building strong referral and partner programmes, using LinkedIn for consistent outreach and brand building, and nurturing leads with purposeful email sequences that move them closer to a decision. Throughout, Neil emphasises the need to track the metrics that matter and to align marketing with your sales process so that what is promised is delivered exactly as expected.
What comes through clearly in this conversation is that good MSP Marketing is not about gimmicks or quick wins. It is about clarity, consistency, and doing the basics exceptionally well. Neil’s advice is to know your market, communicate clearly, keep showing up, and make every client interaction a demonstration of the value you bring. His three closing tips are to use a whitespace matrix to uncover quick wins with your current clients, niche down to the sectors you enjoy and excel in, and simply keep doing the job you are paid to do better than the competition.
Whether you are just starting to build your marketing strategy or you are looking to refine and scale what is already working, this episode is packed with practical tips you can apply straight away. Neil Shaw’s experience and straight-talking approach make it a must-listen for any MSP owner serious about creating marketing that actually delivers results. If you are ready to cut through the noise and focus on what really works in MSP Marketing, this conversation will give you the clarity and confidence to make it happen.
Reach out to Neil Shaw by sending him an email at neil@mspclarity.co.uk or connect with him on LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Neil is not someone who talks theory without having walked the walk. With over 30 years in the IT industry, including seven and a half years running a highly successful MSP in the East Midlands, Neil has experienced the highs, the challenges, and the pivotal moments that make all the difference when scaling a business. His MSP grew to around 300 clients, a 35-strong team, and was turning over close to £5 million by the time he exited earlier this year. Now through MSP Clarity, Neil helps other MSP owners gain the direction and focus they need to grow and scale effectively.
We dig into the lessons Neil wishes he had applied earlier and the big shifts that brought the most impact. One of his strongest messages is the need to define your offering early and price it with structure. Too many MSPs start with finger-in-the-air pricing, lose track as clients scale, and fail to set clear rate cards. Neil also stresses the value of building your brand and tone of voice early, getting clear on who you serve, why you serve them, and how you communicate that. He is adamant that MSP Marketing is not about vague “we do IT” messages or chasing every business with a computer, but about being specific and showing genuine understanding of your target market. In his case, focusing on accountants and solicitors played to his team’s strengths and created a reputation that brought in higher quality leads.
We explore the pitfalls MSPs fall into, including relying solely on referrals, neglecting their websites, using fear-based tactics, overpromising and underdelivering, spamming LinkedIn messages, and failing to follow up leads consistently. Neil explains why traditional marketing often fails for MSPs, and why the key is building a long-term journey for prospects with consistent, value-adding touch points. The most successful MSP Marketing is about staying visible and relevant over time, understanding that some prospects will take months or even years to convert. He also highlights the importance of making the most of your existing client base, tracking what products or services they are not yet buying from you, and approaching them with solutions that genuinely improve their business.
We then move into Neil’s top do’s for MSP Marketing, starting with defining your ideal client profile and focusing on business outcomes rather than tech specs. He champions the use of case studies and testimonials as powerful social proof, creating helpful educational content to empower clients, and leveraging tools like local SEO and Google Business profiles to make it easier for people to find and trust you. He is a big believer in building strong referral and partner programmes, using LinkedIn for consistent outreach and brand building, and nurturing leads with purposeful email sequences that move them closer to a decision. Throughout, Neil emphasises the need to track the metrics that matter and to align marketing with your sales process so that what is promised is delivered exactly as expected.
What comes through clearly in this conversation is that good MSP Marketing is not about gimmicks or quick wins. It is about clarity, consistency, and doing the basics exceptionally well. Neil’s advice is to know your market, communicate clearly, keep showing up, and make every client interaction a demonstration of the value you bring. His three closing tips are to use a whitespace matrix to uncover quick wins with your current clients, niche down to the sectors you enjoy and excel in, and simply keep doing the job you are paid to do better than the competition.
Whether you are just starting to build your marketing strategy or you are looking to refine and scale what is already working, this episode is packed with practical tips you can apply straight away. Neil Shaw’s experience and straight-talking approach make it a must-listen for any MSP owner serious about creating marketing that actually delivers results. If you are ready to cut through the noise and focus on what really works in MSP Marketing, this conversation will give you the clarity and confidence to make it happen.
Reach out to Neil Shaw by sending him an email at neil@mspclarity.co.uk or connect with him on LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Neil is not someone who talks theory without having walked the walk. With over 30 years in the IT industry, including seven and a half years running a highly successful MSP in the East Midlands, Neil has experienced the highs, the challenges, and the pivotal moments that make all the difference when scaling a business. His MSP grew to around 300 clients, a 35-strong team, and was turning over close to £5 million by the time he exited earlier this year. Now through MSP Clarity, Neil helps other MSP owners gain the direction and focus they need to grow and scale effectively.
We dig into the lessons Neil wishes he had applied earlier and the big shifts that brought the most impact. One of his strongest messages is the need to define your offering early and price it with structure. Too many MSPs start with finger-in-the-air pricing, lose track as clients scale, and fail to set clear rate cards. Neil also stresses the value of building your brand and tone of voice early, getting clear on who you serve, why you serve them, and how you communicate that. He is adamant that MSP Marketing is not about vague “we do IT” messages or chasing every business with a computer, but about being specific and showing genuine understanding of your target market. In his case, focusing on accountants and solicitors played to his team’s strengths and created a reputation that brought in higher quality leads.
We explore the pitfalls MSPs fall into, including relying solely on referrals, neglecting their websites, using fear-based tactics, overpromising and underdelivering, spamming LinkedIn messages, and failing to follow up leads consistently. Neil explains why traditional marketing often fails for MSPs, and why the key is building a long-term journey for prospects with consistent, value-adding touch points. The most successful MSP Marketing is about staying visible and relevant over time, understanding that some prospects will take months or even years to convert. He also highlights the importance of making the most of your existing client base, tracking what products or services they are not yet buying from you, and approaching them with solutions that genuinely improve their business.
We then move into Neil’s top do’s for MSP Marketing, starting with defining your ideal client profile and focusing on business outcomes rather than tech specs. He champions the use of case studies and testimonials as powerful social proof, creating helpful educational content to empower clients, and leveraging tools like local SEO and Google Business profiles to make it easier for people to find and trust you. He is a big believer in building strong referral and partner programmes, using LinkedIn for consistent outreach and brand building, and nurturing leads with purposeful email sequences that move them closer to a decision. Throughout, Neil emphasises the need to track the metrics that matter and to align marketing with your sales process so that what is promised is delivered exactly as expected.
What comes through clearly in this conversation is that good MSP Marketing is not about gimmicks or quick wins. It is about clarity, consistency, and doing the basics exceptionally well. Neil’s advice is to know your market, communicate clearly, keep showing up, and make every client interaction a demonstration of the value you bring. His three closing tips are to use a whitespace matrix to uncover quick wins with your current clients, niche down to the sectors you enjoy and excel in, and simply keep doing the job you are paid to do better than the competition.
Whether you are just starting to build your marketing strategy or you are looking to refine and scale what is already working, this episode is packed with practical tips you can apply straight away. Neil Shaw’s experience and straight-talking approach make it a must-listen for any MSP owner serious about creating marketing that actually delivers results. If you are ready to cut through the noise and focus on what really works in MSP Marketing, this conversation will give you the clarity and confidence to make it happen.
Reach out to Neil Shaw by sending him an email at neil@mspclarity.co.uk or connect with him on LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
From the outset, we explored the pressures and mental blocks that many MSP owners face when trying to scale their business. Mark spoke openly about the fears that hold MSP leaders back, especially those “little voices” in our heads that tell us to stick with what we know. These ingrained habits often stem from childhood or past experiences and can sneak into the way we lead, even if they no longer serve us. Mark shared a great story about how, despite knowing it made little sense, he still puts his teacup away upside down because that’s the way his nan did it. This idea of unconscious habits translates directly into MSP businesses. Far too many business owners find themselves stuck in ways of working simply because “it’s always been done that way.” This can be a huge barrier to scale.
Mark opened up about his own journey as an MSP owner, and the shift he had to make from being the technical doer to becoming a real leader. He described how easy it is to fall into the trap of thinking you have to control everything, which is often rooted in ego. It takes real self-awareness to admit you cannot do everything yourself if you want your MSP to scale. Mark recommended reading “Ego is the Enemy” to anyone in a leadership position. He pointed out that while confidence gets you started, ego can hold you back, especially when it comes to recruiting and trusting new team members. If you want to scale your MSP, you need to learn to delegate, trust your team, and stop micromanaging. It is only when you truly let go and empower others that the business can scale without you being the bottleneck.
One of the major breakthroughs Mark discussed was the moment he realised that rapid staff turnover was blocking his ability to scale. After the instability of COVID, Mark’s MSP was not set up for sustainable monthly recurring revenue, and this created a lot of stress and financial pressure. When he looked back 18 months ago, he saw that the key to unlocking scale was not charging ahead with sales or new projects, but actually slowing down and building a solid foundation with the right people, processes, and a strong people-first culture.
Mark stressed the importance of getting clear on your vision, mission, and values as an MSP. He explained that staff retention and engagement skyrocketed when he invested time in making these principles central to his business. He shared how regular “staff rhythm and review” sessions became a game changer. Instead of the old three-month probation, new staff now get a six-month induction and then join quarterly reviews that align with company objectives. Every team member knows how their work supports the bigger picture. Mark has seen first-hand how this level of clarity helps an MSP scale faster, because the team are all moving in the same direction and feel valued.
Another powerful tip was the need for welfare checks and genuine care for staff wellbeing. Mark talked about introducing regular check-ins, recognising when someone is struggling, and creating a safe environment for people to speak up. This shift away from the old “get on with it” mentality, which so many MSP owners grew up with, allows team members to bring their best selves to work and prevents issues from growing in the background. A happy, motivated team is the heartbeat of any MSP, and looking after your people is one of the fastest ways to scale.
Throughout the episode, we discussed how letting go of old habits and beliefs, trusting your team, and investing in leadership development are all non-negotiable for any MSP owner wanting to scale. Mark’s story shows that real scale happens when you slow down, review the bottlenecks in your business, and then deliberately build systems and accountability around them. He shared examples of how this approach improved everything from customer satisfaction to quotation processing, quality control, and ultimately staff retention. The result is not only a more productive business, but one that people genuinely want to be part of.
We wrapped up with Mark’s three top tips for any MSP owner ready to begin their own journey to scale. First, find someone you respect to give honest feedback on your leadership style and be willing to listen. Second, have vulnerable, open conversations with your team and do not be afraid to make tough decisions if the fit is not right. Third, make your workplace enjoyable, people-centred, and share the vision with everyone. Mark’s journey is proof that slowing down is not a sign of weakness, but the fastest way to truly scale your MSP. His story reminds us all that when you look after your people, build great systems, and keep your ego in check, scaling your MSP becomes not just possible, but inevitable.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Helen Sanders brings over 25 years’ experience in recruitment, working closely with MSPs and tech businesses both in the UK and the US. Helen has built her reputation on helping owner-managed businesses move from frantic, last-minute hires to building confident, structured recruitment processes that allow owners to grow their teams with purpose and clarity. Her passion is helping business owners become great at hiring and creating environments where both owners and new recruits enjoy the process and stay for the long term.
One of the biggest problems we see in the MSP world is the temptation to bring in someone who can do a bit of everything. This “Swiss Army knife” mentality can seem appealing when the team is small and the need is urgent, but as Helen Sanders shares, it often leads to burnout, lack of clarity, and a team culture where people end up firefighting rather than thriving. Panic hiring is all too common and often ends in tears, both for the owner and the team. Helen is a firm believer that you are always better off taking your time, defining exactly who you need, and being prepared to wait for the right person.
Helen Sanders emphasises the importance of hiring for the person first, and the skills second. The strongest MSPs are those that are crystal clear on their culture, their values, and the kind of learning mindset they want in every team member. Helen’s advice is to look for people who are hungry to learn, who are actively seeking out new skills, and who naturally fit the business’s way of doing things. The technical requirements are important, but these can be trained if you get the values fit right. If you build a team of the right people, the skills and roles will take care of themselves as the business grows.
Another key insight Helen Sanders shared is the idea of always being on the lookout for talent, even if you are not actively recruiting. Rather than collecting CVs and waiting until you are desperate for a new hire, she recommends building relationships, keeping a warm list of potential candidates, and treating these relationships in the same way you nurture prospects in your sales pipeline. By keeping in touch and offering value, even when there is no job available, you position your MSP as a place people want to work, and you make it much easier to hire well when the need arises.
The conversation also explored how recruitment is no different from client onboarding. Helen Sanders points out that too many MSPs invest heavily in client experience, but then neglect the onboarding and experience of their new team members. This can result in a disconnect between what was promised in the recruitment process and what is delivered on day one. Helen recommends building a robust, people-first onboarding process that starts before the new hire arrives and continues throughout their career with you. This not only sets the tone for a great working relationship but also encourages new team members to refer others, strengthening your recruitment pipeline for the future.
Building trust throughout the hiring process is vital. As Helen Sanders highlights, trust is created through multiple touchpoints and involving the wider team in the process. This could mean inviting potential hires to informal team coffees, shadowing days, or non-interview meetings to see how they interact with the culture and values of the business. It takes the pressure off the traditional interview format and allows both sides to get a genuine feel for each other. Helen also shared that showing vulnerability as a business owner and being open about the journey can make a huge difference in attracting the right people.
We finished the episode reflecting on the importance of succession planning and building a business that does not rely solely on the owner. Helen Sanders offered practical advice on creating a deliberate, step-by-step plan for removing yourself from day-to-day roles over a three-year period, focusing on spinning fewer plates, and empowering others to step up. This is the key to building a scalable and sellable MSP, where the value lies in the team and the systems rather than the founder.
Connect with Helen Sanders through her LinkedIn profile by clicking HERE or send her an email directly at helen@talentjetgroup.com
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Graham Stead knows a thing or two about MSPs. He ran his own for over 20 years before selling it in 2016, and since then he’s been leading sales and marketing teams and helping other MSP owners make better decisions, build stronger habits and get more sales. It was great to hear his story and experience, but more importantly, we unpacked the very specific actions MSPs can take to improve their sales performance by changing what they do every day.
One of the first standout moments in our conversation was when I asked Graham the number one thing MSPs need to do to get more sales. Without hesitation, he said, change their behaviour. Not build a pipeline, not sort out their marketing. Change their behaviour. And that really stuck with me. Because as Graham explained, it’s not about what happens at the end of the sales process, it’s what happens every day, every week, in the run up to that conversation. He used a brilliant analogy with Usain Bolt. Bolt doesn’t win because he sprints the final 2 metres the hardest. He wins because of the four years of training, nutrition and planning that lead up to that 10 second race. And it’s exactly the same in MSP sales.
Graham Stead shared some incredibly valuable insights around time management. One of his most powerful tools is something he calls the cookbook. A simple weekly spreadsheet where you track your sales activities. It sounds basic, but most MSPs who try it realise they are doing far less outreach and demand creation than they thought. And it’s that consistency, those small daily actions, that create real momentum. Whether that’s reaching out to a client contact, following up with a lead or booking a new meeting, it all adds up. Graham reminded us that building this habit might only start with 15 minutes a day. But it needs to be done consistently, and it needs to be protected. If something gets in the way, double up the following day. That’s how new habits stick.
We also talked about the importance of linking your sales behaviour to your bigger goals. If you’re not clear on your personal why, whether that’s retiring well, supporting your family or simply building a business you’re proud of, it becomes far too easy to skip the sales work and stay in your comfort zone. Graham Stead was very clear here. Connect your daily activity to your future goals and the motivation to do the work becomes far stronger.
The episode also covered four powerful sales habits that every MSP should adopt. The first was the demand creation habit. This is about creating conversations and building relationships, not just waiting for inbound leads. Graham gave some practical examples of how expanding your contact base within existing clients can lead to real value. If you’re only speaking to the MD, you’re missing opportunities with heads of department who have their own tech needs and budgets.
The second was the qualification habit. Time is your most valuable resource, so stop chasing poor fits. Graham shared the mindset shift of looking for reasons not to work with a prospect, respectfully and early. That simple shift can protect your time and help you focus on the right opportunities.
The third was the effective questioning habit. Better questions lead to bigger orders. But it’s not only about what you ask, it’s about learning from each conversation. Graham Stead encouraged us to create a bank of useful questions, review sales calls and continuously improve. Whether the deal was won or lost, there’s always a lesson.
And finally, the agreed next steps habit. Sales momentum comes from clarity and commitment. Every meeting needs a clear purpose, a next step and an action plan. Graham also highlighted the importance of accountability. Whether it’s a colleague, coach or peer, having someone to hold you to your habits can make all the difference.
This was one of those episodes that really brings together mindset and action. Graham Stead didn’t talk in theory. He brought practical, easy-to-implement habits that make a measurable difference in sales performance. If you’re an MSP owner stuck in the weeds, finding it hard to build a consistent pipeline or frustrated with unpredictable sales, this episode will give you the tools to get back in control.
You can connect with Graham Stead on LinkedIn by clicking HERE, and follow his updates from Growth Habits and book an advisory call if you want more tailored advice on changing your own sales behaviour.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ali Stewart has worked with hundreds of businesses, including many MSPs, guiding individuals and teams to make leadership a way of life, not a job title. She explains that leadership is not something you do now and again. It is a consistent, ongoing commitment to developing people and helping them unlock their potential. This is especially important for MSPs, where many business owners are technical by background and find themselves needing to evolve into leaders as the business grows. You start as a doer, then become a manager, and before long, the success of your MSP depends on your ability to lead, delegate and inspire others.
During our chat, Ali shared a powerful distinction that really stuck with me. Managers light a fire beneath. Leaders light a fire within. It sums up the difference perfectly. Managing is about task and control. Leading is about vision, belief and unlocking the greatness in others. That is a mindset shift every ambitious MSP owner needs to make. It is not about being in charge. It is about empowering others to step up.
Ali also walked us through her four-step leadership process which starts with visioning. And if you are an MSP leader who is waiting for someone to give you a vision, think again. You need to create one for yourself and your team. It does not need to be grand or complex, but it does need to answer the question: why are we here and where are we heading?
Once that is in place, it becomes about consistency, communication and mobilising your people. That means being crystal clear on expectations and diagnosing performance challenges early. The third stage of Ali’s framework is all about development. Investing time and energy in people and helping them grow. And finally, the fourth stage is about letting go. That is where many MSP leaders get stuck.
We both agreed that one of the biggest hurdles for MSPs trying to move from manager to leader is their inability to stop doing the task. They have grown their business by being in the weeds, and now they need to build a team that can run it without them. It is uncomfortable. It feels risky. But the truth is, you cannot lead if you will not let go. And if you are the bottleneck in your MSP, it is time to acknowledge it and do something about it.
Ali Stewart offered a key insight for aspiring leaders in MSPs. Do not wait to be given the title or the role. Start acting like the leader you want to become. Model the behaviours of people you admire. Learn the skills. Invest in yourself. And be willing to go through the journey of change and development. Leadership is not about being the most capable technically. It is about being the person who brings out the best in others. It is about consistency, clarity and courage.
We also explored what high-performing teams really look like. And again, the message was clear. If your team is doing well today, that is great. But if you want them to stay high performing, you need to keep investing in them. That means regular reviews, proper recognition, meaningful conversations and showing up as a leader who cares.
Recognition, as Ali reminded us, is one of the most powerful tools in your leadership toolkit. And it is free. A sincere thank you, a moment of appreciation, and showing people they are seen and valued can have a bigger impact than any bonus or pay rise.
This episode is a must-listen for any MSP owner or senior team member who wants to create a business that works without them. If you are stuck in delivery, firefighting daily issues, or finding it hard to trust your team to take over, this conversation will help you see what needs to change. Ali Stewart has worked with hundreds of MSPs to help them make these transitions successfully, and the insights she shares here are packed with value and inspiration.
As ever, the key is to follow the process. Step out of the weeds. Develop your people. Create the space to think. And lead from the front.
If you want to learn more about her work and how she is helping MSPs and business leaders build stronger, people-first cultures, head to https://www.linkedin.com/company/ali-stewart-&-co/. There is so much more to learn from her and the tools she has developed. Or you can also connect with Ali Stewart through her LinkedIn by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It’s 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Scott Riley has worked with MSPs for over six years, helping them tighten up their security practices and take real control of their 365 tenancies. In this episode, be prepared for the shift in mindset that Scott encourages. The idea that you are too small or not interesting enough to be a target is no longer valid. The reality is that attackers are not selective. They cast a wide net. If your MSP gets breached, the damage can extend far beyond email. Your PSA, RMM, partner centre, licence platforms, password vaults, and all client environments are at risk.
Scott Riley explains that token theft is one of the most common attack methods in play right now. A stolen login token can allow someone to log in as you without being challenged. If your global admin account is tied to your day-to-day login, the attacker has immediate access to your critical systems. Many MSPs still store MFA tokens inside password managers alongside usernames and passwords. It might seem convenient, but it undermines the whole point of multi-factor authentication.
We explore the emotional and financial consequences of a breach. Scott shares a real-life case where criminals sat silently inside a business email system, watching communication styles and eventually mimicking the MD’s tone to authorise fraudulent payments. The losses started small but escalated quickly. These attacks are personal and targeted. For a small business, losing six thousand pounds can be the difference between making payroll and laying people off.
Scott stresses the importance of making this real for clients. He talks about positioning cybersecurity not as a technical need but as a business-critical risk conversation. Instead of relying on fear or jargon, help clients picture the consequences. What would happen if they were locked out of systems, lost money, or lost their reputation? Clients need to be educated through impact-based questions and examples they can relate to.
We also cover the responsibility that MSPs carry themselves. Cybersecurity starts with you. It must be owned by the business and led from the top. While the technical work can be delegated, the responsibility cannot be passed on. Regular reviews, clear security standards, and the discipline to follow them are essential. Inside Agent, Scott’s platform, helps MSPs quickly assess their Microsoft 365 environments and bring them up to best practice. It gives a live compliance score, offers guided fixes, and creates ongoing visibility. It is designed to simplify the process, not complicate it.
We discuss why compliance frameworks such as Cyber Essentials Plus should be a minimum standard, and how the upcoming UK Cybersecurity and Resilience Bill is going to push MSPs to meet new legal requirements. With MSPs being seen as part of critical national infrastructure, business owners need to ensure that their internal environments are secure and compliant, not just their clients’ systems.
Scott Riley shares clear recommendations for securing 365 tenants. These include using hardware MFA tokens, enforcing location and device-based access policies, reviewing and removing unused app integrations, ensuring third parties such as accountants or offshore VAs have the right restrictions in place, and stopping the use of global admin accounts for daily operations. He encourages every MSP to sit with their team regularly and walk through breach scenarios to build internal clarity and confidence.
The message is simple. Know where you are exposed. Fix what needs to be fixed. Get independent validation to confirm it. This episode is full of practical, plain-speaking advice that any MSP can follow. Scott Riley brings clarity, urgency, and support to an area that often gets ignored or pushed to the bottom of the list. If you want to protect your business, your team, and your clients, this episode is the reminder you need to act today. Thank you, Scott, for bringing such clear value to this conversation.
Connect with Scott Riley on his LinkedIn profile by clicking HERE. Or you can also find out more about Inside Agent by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide HERE, and remember that the help is out there. You just have to go get it.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people, and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself, and I’ll catch up with you soon!
We begin with a simple truth. If you want to attract and retain A players in your MSP, you need to lead like one. Many business owners want highly engaged, proactive team members who take ownership and drive the business forward. Yet when that energy is missing, the first step is not to blame the team but to reflect on your own leadership. Julie and I explore how your team’s performance is often a direct reflection of the environment you’ve created. A Players don’t arrive fully formed. They grow in the right conditions.
Julie introduces a practical framework that breaks down team behaviour into three causes. One, they can’t do the job. This may be down to a lack of skill or confidence. Two, they won’t do the job. This points to a relationship issue or something deeper going on beneath the surface. Three, they don’t do the job because they haven’t bought into the direction or they are unclear about it. All of these are leadership challenges. When leaders understand this, they unlock the ability to re-engage and develop every person in their team.
Throughout the conversation, Julie explains how leaders can assess their teams with this model and then take action. We talk about how engagement is driven by three things. Clear communication. The right skills and confidence. And strong working relationships. If any of these are missing, even a capable and motivated person can start to disengage. The key is to be proactive. Think about each team member, where they are on this scale, and what you need to do to help them move forward.
One of the strongest moments in this episode comes when Julie challenges the idea that someone is an A player by nature. Instead, she explains that high engagement comes when people know where they are going, feel connected to their leader, and feel capable in their role. Without those three factors in place, even great people can drift. As leaders, we have the responsibility to create that environment. When we do, people step up.
We share a real example from one of our MSP leaders who believed their team was underperforming. When we applied the framework, it became clear the team were not unmotivated, they were unclear. Direction had not been shared clearly. Conversations had been rushed or avoided. Once that changed, people became more engaged and started contributing ideas and driving projects forward. This is what happens when leadership becomes intentional.
Julie finishes with a powerful reminder. A players thrive under A leaders. If you want to create a business full of energy, momentum and ownership, it begins with how you show up every day. Your words. Your clarity. Your consistency. And your ability to see what each person needs to perform at their best. This is where real team growth begins.
This episode is full of practical guidance for MSP owners who are ready to shift how they lead and create a more engaged team. It will help you reflect on how you lead, how you communicate, and how you support others to become more confident, committed and capable.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
This particular intensive was all about amplifying capacity, a key pillar of the Scale with Confidence model. Our focus this time centred around team performance – the challenges, the frameworks, and the mindset shifts needed to build a business that works for you, not because of you. What made this event stand out wasn’t just the content or the planning, but the incredible maturity and vulnerability in the room. Stuart and I both reflected on how far our clients have come. These are no longer just MSPs doing the work but these are serious business leaders taking deliberate steps to lead their teams, grow with intention, and remove themselves as the bottleneck.
We officially launched the Team Performance Playbook, which brings together the years of leadership, team dynamics and people development work we’ve done into a structured journey. The playbook is not just theory. It’s being delivered as a series of monthly implementation sessions where owners and their teams can apply the models in real time. Whether it’s operational performance, account management or sales, the aim is the same: raise the maturity of your business so you can progress towards that Owner Not Needed state.
Julie Hutchison shared how powerful it was to see clients asking bigger, bolder questions, questions that show they’re not just thinking as technicians or managers, but as real leaders. The Playbook helps them understand how to actually lead, how to shape environments for success, have meaningful conversations, and inspire performance. Importantly, this is not a one-time training but a strategic and structured support journey designed to drive consistent implementation and behavioural change.
Clare Elliot reflected on how far the finance conversations have come. A few years ago, many MSPs were avoiding their numbers. Now, they’re leaning in, getting clarity, and most importantly, taking action. Clare delivered our Transform Your Profits framework back in January, and it’s now running as a monthly workstream. Owners and finance teams are attending these sessions together, focusing on one step at a time, and building financial literacy and confidence along the way. It’s not just about knowing your numbers but about making better decisions and growing profitably. One client said he would never have had the courage to raise his prices if it weren’t for the Growth Hub. That one decision alone added £20,000 to his bottom line.
We also revisited the ICE framework, a powerful tool to help owners prioritise, delegate and make better use of their time. What made this session so striking is that many had seen it before, but they hadn’t fully used it. Once they applied it, the difference was immediate. Teams began respecting each other’s time more, productivity improved, and the sense of calm, focused progress returned. It wasn’t a new shiny idea. It was an existing framework, finally implemented with purpose. That’s what we’re all about.
The energy from the room was palpable. As I shared my own personal vision and some of my journey, the response was humbling. People resonated, connected, and offered support in ways I hadn’t expected. That’s the power of this community – not just learning, but belonging. We heard clients say they’d never experienced anything like it, that they felt safe enough to open up, to ask for help, to share their struggles. And in that environment, real growth happens.
Whether it’s through our leadership development programmes like Future Leaders, or our team and finance workstreams, we are seeing the ripple effect of what happens when MSP owners stop firefighting and start leading. If this episode has struck a chord, or if you’ve been wondering what support is right for you now that you’ve decided to grow, just reach out to us. We’d love to help.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ken Roulston, a veteran of the IT industry and now self-proclaimed M&A addict, returns to share his deep insights and experience from building a £17 million MSP business through a series of successful acquisitions. Across this episode, we unpack the exact mindset, processes and practical steps MSP owners need to take when considering buying another MSP. Ken’s journey is not just theory, it’s real-world experience gained from multiple acquisitions, integration challenges and building long-term value. And trust me, his perspective is gold.
We kick off the conversation by tackling the question so many MSP owners wrestle with – why would you want to buy another MSP? For many, the idea of borrowing money or taking on risk can feel overwhelming. But Ken reframes this beautifully, explaining that when your objective is to create real business value, something that stands alone and can eventually be sold, you must be willing to embrace a growth mindset and strategic risk. Organic growth has its place, but when you’re looking to significantly scale your revenue, EBITDA and ultimately the value of your MSP, M&A can be the most effective route.
One of Ken’s standout messages is that your business must be in good enough shape to sell before you consider buying. That’s not just about the exit. It’s about having the structure, systems and leadership in place so that you’re investable. If you need to raise funds or secure backing, you’re going to have to ‘sell’ your vision and demonstrate operational excellence to potential lenders or partners. So, getting your house in order is step one.
As we move through the episode, Ken shares powerful guidance on how to actually find the right MSP to buy. This isn’t just about browsing listings with brokers, although they can play a role, but it’s about leveraging networks, building relationships, and even tapping into clever routes like speaking with accountants of potential sellers to warm up a conversation. This is classic Roulston thinking – practical, strategic, and with an eye on long-term alignment.
Once you’ve identified a potential business, the next challenge is due diligence. And here Ken lays out a clear and compelling four-pillar framework that every MSP owner should follow: strategic fit, technical alignment, financial value and cultural compatibility. That last one, culture, is too often overlooked, but as Ken reminds us, it can be the difference between a smooth integration and a complete disaster. Due diligence, especially on the legal and financial side, is not an area to cut corners. Ken strongly recommends using experts where needed and, especially for your first acquisition, working with someone who has been through it before.
Integration is the final hurdle and arguably the most critical. Buying a business is one thing. Making it work long term is another. Ken talks through how to communicate with your new clients and team, manage expectations, and ensure you are seen as a trustworthy, capable new owner. That first 3–6 months post-acquisition is where you earn loyalty or lose it. The 80/20 rule applies here, focus your energy where it counts. Show up for key clients. Reassure your top staff. And most importantly, don’t disappear from your existing business while you do it.
Throughout the episode, Ken Roulston and I also discuss how your role as the business owner must evolve during this process. You will be required to step into a more strategic role, but you can’t do that unless your leadership team is rock solid. This means that scaling through M&A is as much about internal readiness as it is about spotting external opportunities.
As we wrap up this trilogy, Ken shares three final pieces of advice: set a long-term value target for your MSP, be realistic about the size of the business you acquire first and be open to using debt to fund the right deal. With the right plan and guidance, M&A can be the fastest way to grow your MSP and build something truly valuable.
If this episode has got you thinking about your next move, check out the resources at MSPM&A.com, where Ken and our good friend Mark Copeman have put together a treasure trove of insights, including an eight-hour video programme and even a matchmaking service for buyers and sellers.
If you’ve only just joined us for this episode, make sure you go back and catch up on Part 1 – The Foundations and Part 2 – Preparing to Sell Your MSP. They set the groundwork for everything we’ve covered here and are packed with practical insights to help you understand the full M&A journey. Whether you're buying, selling, or just getting your head around what’s possible, these episodes will give you the clarity and confidence to take the next step.
Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it’s not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation.
Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Throughout this episode, Ken shares what truly drives value in an MSP and why EBITDA is king when it comes to valuation. We get into the weeds of what EBITDA really is, the difference between profit, EBITDA and adjusted EBITDA, and how small tweaks in your operation today can make a big difference to your valuation tomorrow.
One of the key takeaways from Ken Roulston in this episode is that profitability is only half the picture. Buyers are also looking at recurring revenue, the quality of contracts with your clients, the efficiency of your operations and how professionally the business is run. We talk about the reality that many MSPs face – thinking their business is worth more than it actually is – and how things like weak client contracts or high client concentration can be red flags to buyers. Ken explains how buyers look for signs of consistency and professionalism, including documented processes, clean accounts, staff contracts and a good track record of customer retention. If your MSP is being run informally or too heavily reliant on you as the owner, that’s going to limit your options when it comes to selling.
We also touch on the age-old debate about outsourced service desks. Is it a red flag for buyers or a smart operational choice? Ken shares how outsourcing can actually be a strategic advantage if done correctly, particularly in a tight labour market where skilled engineers are hard to find. In his case, the buyer saw the outsourced helpdesk as an opportunity and adopted it post-acquisition, demonstrating that the model itself isn’t the issue, it’s how efficiently it runs.
Throughout the conversation, we continue to reinforce the concept of owner not needed. If your MSP can't function without you, it’s not a business. It's a job. And buyers don’t want to buy your job. They want a systemised, well-governed, and self-sustaining business. So whether you’re working five days a week in the weeds or you’ve managed to reduce your time to just one day a week, the goal is to build a business that can stand on its own two feet.
Ken also shares his thoughts on selecting the right buyer, and why it’s not always about choosing the highest bidder. Culture fit matters, especially if there’s an earnout or deferred payment involved. If the acquiring company doesn’t align with your values or runs the business poorly post-acquisition, it could not only damage your legacy but also impact your final payout. We talk openly about deal structures, what buyers are looking for, and the importance of preparation, patience and compromise. Selling an MSP is not a six-week sprint. It’s a strategic process that requires you to get your house in order and present a credible, investable business.
To round off the show, Ken gives us a glimpse into the MSP M&A training course he’s delivering with Mark Copeman, which goes into even more detail than we could cover in this three-part series. There’s also mention of an upcoming confidential matchmaking service for buyers and sellers, which is being developed as part of their wider initiative to support MSPs through this complex journey.
So, if you’re an MSP owner who is thinking about selling in the next year or two, or even if you’re just curious about what your exit could look like, this episode is essential listening. Get ready to take notes, challenge your assumptions and most importantly, take action. M&A is a serious step, but with the right preparation and support, it can be one of the most rewarding chapters in your business journey.
This is the second of three episodes in our M&A Mastery series with Ken Roulston, so if you haven’t already, make sure you catch part one where we lay the groundwork and share Ken’s incredible story. And next week, we’ll be diving into the buying process to wrap up the trilogy with even more insights on what’s happening in the M&A world for MSPs.
Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it’s not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation.
Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Throughout this episode, Ken shares what truly drives value in an MSP and why EBITDA is king when it comes to valuation. We get into the weeds of what EBITDA really is, the difference between profit, EBITDA and adjusted EBITDA, and how small tweaks in your operation today can make a big difference to your valuation tomorrow.
One of the key takeaways from Ken Roulston in this episode is that profitability is only half the picture. Buyers are also looking at recurring revenue, the quality of contracts with your clients, the efficiency of your operations and how professionally the business is run. We talk about the reality that many MSPs face – thinking their business is worth more than it actually is – and how things like weak client contracts or high client concentration can be red flags to buyers. Ken explains how buyers look for signs of consistency and professionalism, including documented processes, clean accounts, staff contracts and a good track record of customer retention. If your MSP is being run informally or too heavily reliant on you as the owner, that’s going to limit your options when it comes to selling.
We also touch on the age-old debate about outsourced service desks. Is it a red flag for buyers or a smart operational choice? Ken shares how outsourcing can actually be a strategic advantage if done correctly, particularly in a tight labour market where skilled engineers are hard to find. In his case, the buyer saw the outsourced helpdesk as an opportunity and adopted it post-acquisition, demonstrating that the model itself isn’t the issue, it’s how efficiently it runs.
Throughout the conversation, we continue to reinforce the concept of owner not needed. If your MSP can't function without you, it’s not a business. It's a job. And buyers don’t want to buy your job. They want a systemised, well-governed, and self-sustaining business. So whether you’re working five days a week in the weeds or you’ve managed to reduce your time to just one day a week, the goal is to build a business that can stand on its own two feet.
Ken also shares his thoughts on selecting the right buyer, and why it’s not always about choosing the highest bidder. Culture fit matters, especially if there’s an earnout or deferred payment involved. If the acquiring company doesn’t align with your values or runs the business poorly post-acquisition, it could not only damage your legacy but also impact your final payout. We talk openly about deal structures, what buyers are looking for, and the importance of preparation, patience and compromise. Selling an MSP is not a six-week sprint. It’s a strategic process that requires you to get your house in order and present a credible, investable business.
To round off the show, Ken gives us a glimpse into the MSP M&A training course he’s delivering with Mark Copeman, which goes into even more detail than we could cover in this three-part series. There’s also mention of an upcoming confidential matchmaking service for buyers and sellers, which is being developed as part of their wider initiative to support MSPs through this complex journey.
So, if you’re an MSP owner who is thinking about selling in the next year or two, or even if you’re just curious about what your exit could look like, this episode is essential listening. Get ready to take notes, challenge your assumptions and most importantly, take action. M&A is a serious step, but with the right preparation and support, it can be one of the most rewarding chapters in your business journey.
This is the second of three episodes in our M&A Mastery series with Ken Roulston, so if you haven’t already, make sure you catch part one where we lay the groundwork and share Ken’s incredible story. And next week, we’ll be diving into the buying process to wrap up the trilogy with even more insights on what’s happening in the M&A world for MSPs.
Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it’s not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation.
Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Throughout this episode, Ken shares what truly drives value in an MSP and why EBITDA is king when it comes to valuation. We get into the weeds of what EBITDA really is, the difference between profit, EBITDA and adjusted EBITDA, and how small tweaks in your operation today can make a big difference to your valuation tomorrow.
One of the key takeaways from Ken Roulston in this episode is that profitability is only half the picture. Buyers are also looking at recurring revenue, the quality of contracts with your clients, the efficiency of your operations and how professionally the business is run. We talk about the reality that many MSPs face – thinking their business is worth more than it actually is – and how things like weak client contracts or high client concentration can be red flags to buyers. Ken explains how buyers look for signs of consistency and professionalism, including documented processes, clean accounts, staff contracts and a good track record of customer retention. If your MSP is being run informally or too heavily reliant on you as the owner, that’s going to limit your options when it comes to selling.
We also touch on the age-old debate about outsourced service desks. Is it a red flag for buyers or a smart operational choice? Ken shares how outsourcing can actually be a strategic advantage if done correctly, particularly in a tight labour market where skilled engineers are hard to find. In his case, the buyer saw the outsourced helpdesk as an opportunity and adopted it post-acquisition, demonstrating that the model itself isn’t the issue, it’s how efficiently it runs.
Throughout the conversation, we continue to reinforce the concept of owner not needed. If your MSP can't function without you, it’s not a business. It's a job. And buyers don’t want to buy your job. They want a systemised, well-governed, and self-sustaining business. So whether you’re working five days a week in the weeds or you’ve managed to reduce your time to just one day a week, the goal is to build a business that can stand on its own two feet.
Ken also shares his thoughts on selecting the right buyer, and why it’s not always about choosing the highest bidder. Culture fit matters, especially if there’s an earnout or deferred payment involved. If the acquiring company doesn’t align with your values or runs the business poorly post-acquisition, it could not only damage your legacy but also impact your final payout. We talk openly about deal structures, what buyers are looking for, and the importance of preparation, patience and compromise. Selling an MSP is not a six-week sprint. It’s a strategic process that requires you to get your house in order and present a credible, investable business.
To round off the show, Ken gives us a glimpse into the MSP M&A training course he’s delivering with Mark Copeman, which goes into even more detail than we could cover in this three-part series. There’s also mention of an upcoming confidential matchmaking service for buyers and sellers, which is being developed as part of their wider initiative to support MSPs through this complex journey.
So, if you’re an MSP owner who is thinking about selling in the next year or two, or even if you’re just curious about what your exit could look like, this episode is essential listening. Get ready to take notes, challenge your assumptions and most importantly, take action. M&A is a serious step, but with the right preparation and support, it can be one of the most rewarding chapters in your business journey.
This is the second of three episodes in our M&A Mastery series with Ken Roulston, so if you haven’t already, make sure you catch part one where we lay the groundwork and share Ken’s incredible story. And next week, we’ll be diving into the buying process to wrap up the trilogy with even more insights on what’s happening in the M&A world for MSPs.
Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
To help guide us through it all, I’m joined by someone who’s been there, done it, and got the multiple to prove it, the brilliant Ken Roulston.
Now, if you haven’t come across Ken before, he’s a bit of a legend in the IT channel. He started his MSP from scratch in 2009 and grew it through six strategic acquisitions before selling it in 2023. What I love about Ken is he doesn’t just talk about theory, he’s lived the journey – from finding the right businesses to buy, navigating the risks, right through to a successful exit. And in this first episode, we’re going right back to the beginning and laying the foundations for M&A success.
Ken shares openly about how he got started, including the bold decision to buy his first MSP right in the middle of the 2009 financial crisis. He explains why he chose acquisition over building from the ground up, how he structured the deal, and the mindset he used to keep pushing forward. For anyone who thinks M&A is only for massive corporates or private equity firms, Ken’s story is a real eye-opener.
We explore the idea that, like it or not, every MSP will exit one day. Whether it’s a full sale, a team takeover or an acquisition, at some point you’ll need a plan. Ken talks about the importance of working backwards from your personal goals, being clear on what you want, and starting early to put your business in the right shape. This episode is full of reminders that waiting too long or not preparing properly can seriously limit your options, and your valuation.
We then shift the conversation to the key metrics MSP owners need to focus on if they want to be seen as a valuable business in the M&A world. Ken Roulston highlights two that are non-negotiable. First, at least 70 percent of your revenue needs to come from recurring income. And second, at least 50 percent of that should be labour-based services like support. It’s not enough to be shifting licences. Buyers want to see strong service contracts and retained relationships.
We also talk about profitability. To be taken seriously in M&A, you should be aiming for at least 15 percent EBITDA. Anything under 10 percent means your business probably needs tightening up. Once you hit that 250k profit mark, that’s when you start to attract attention from mid-market buyers. Ken breaks this down beautifully and explains how multiples work, what they mean, and how you can use them to your advantage through something called EBITDA arbitrage which is buying smaller MSPs at a lower multiple and rolling them into a more valuable group.
What stood out to me most in this conversation was Ken’s reminder that integration is the hard bit. Buying is easy. But unless you integrate the new business properly, especially around people and culture, you can lose momentum fast. This is why so many M&A deals fall down after the initial excitement fades. Culture, values and leadership all matter just as much as systems and numbers.
Finally, we introduce the new MSP M&A platform that Ken Roulston has created with Mark Copeman. It’s packed full of tools, training and resources to help MSP owners confidently navigate their M&A journey, whether they’re buying or selling. It’s aligned with everything we believe in at The Growth Hub, clear structure, expert guidance and real-world support.
So, if M&A has been on your mind or even if you just want to get your MSP into a stronger, more scalable position, this episode is the perfect place to start. And make sure you stay tuned for the next two parts in this M&A Mastery series. Next week we’ll be diving into the selling process, then wrapping up in part three with how to approach buying successfully.
Connect with Ken Roulston on his LinkedIn HERE and learn more about his MSP M&A through their website HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kicked off with a discussion on how the past 12 months have felt for MSPs, and Greg was quick to point out the odd paradox we’re facing. Despite global uncertainty, economic pressures, and geopolitical challenges, the MSP space is actually buoyant. Kaseya itself is growing significantly, and since around 98% of its revenue comes through MSPs, that tells us a lot about the health of the IT channel as a whole. However, while the numbers look good, the reality on the ground isn’t all rosy. Some MSPs are struggling with client churn, budget cuts, and shifting customer expectations. Greg stressed that agility is the superpower in today’s climate. Those MSPs who are able to pivot their message, adapt their offer, and align more closely with the behaviours and values of growth-focused clients are the ones staying ahead.
What really struck a chord was the shift away from the technical ‘what’ of IT and towards the business ‘why’. Greg made it crystal clear that MSPs today need to go beyond just fixing stuff and start solving real business problems. The IT channel is evolving fast, and it’s not enough to simply respond to requests. Clients, particularly those who are scaling and innovating, want MSPs who bring ideas to the table. They want advisors who understand compliance, business process improvement, automation, and yes, even a bit of AI and machine learning where it makes sense. The standout point? Clients are now leaving MSPs not due to bad service, but because their current provider isn’t offering the services, tools, or strategic thinking that they actually need to move forward. That’s a wake-up call for all of us in the IT channel.
We also talked about identifying the right clients. Not just by size or sector, but by mindset. Are they members of a professional body? Do they work with a business coach? Are they investing in growth? Or are they protecting a lifestyle? If it’s the latter, they may not be the right fit for an MSP wanting to scale. Understanding client behaviour, not just industry type, is a big step forward in smart prospecting.
Another major thread that came up was the rise of co-managed IT and the impact of enterprise trends on the SME market. Greg explained that what happens at enterprise level today hits the SME space about 12 to 18 months later. Right now, we’re seeing more demand for compliance as a service, and the margins are strong – around 70% in some cases. The opportunity for MSPs to step into this space, particularly with business-grade solutions that simplify and automate, is huge. It’s not about flogging more tech. It’s about empowering clients to run smarter businesses. That’s what’s going to keep you relevant in the IT channel in 2025 and beyond.
Greg also talked about how younger business leaders are coming through with entirely different expectations. They’re digital natives, want slicker experiences, and have no patience for clunky processes. They expect their MSP to operate like the apps and services they use every day. If you’re not adapting to that, you’ll get left behind. That includes offering flexible communication methods, making contracting simple, and thinking about how you serve clients from their point of view, not yours.
One of my favourite parts of the chat was when Greg spoke about the importance of getting out of your comfort zone. That means attending your client’s industry events, not just IT shows. You’ve got to understand what’s going on in their world if you want to be more than a tech vendor. Greg’s example of “RoofCon” raised a chuckle, but the principle is serious – when you speak your client’s language, you earn their trust.
We wrapped up with a look ahead, and while Greg couldn’t spill the beans on all of Kaseya’s upcoming announcements, it’s clear there’s a lot of innovation on the horizon. But the real excitement came when he talked about the rise in peer groups. Seeing MSPs come together, share knowledge, and improve not just their businesses but their lives – that’s what it’s all about. It’s a reminder that no MSP is perfect. There’s always someone ahead of you and always someone behind. So reach out, get help, and keep evolving.
The IT channel is changing rapidly. If you’re an MSP owner and you’re still just selling IT support, you’re going to get overtaken. But if you pivot, listen to what your clients actually need, and start focusing on business outcomes, there’s a massive opportunity waiting for you.
Connect with Greg Jones on LinkedIn and see what he’s up to by clicking HERE.
Make sure to check out our Ultimate MSP Growth Guide HERE, and remember that the help is out there. You just have to go get it.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Now before you switch off thinking budgeting is just about spreadsheets and cutting back on your coffee spend, think again. Clare Elliott walks us through why budgeting, forecasting and cashflow management are the backbone of every high-performing, profitable MSP. It’s not about being an accountant. It’s about stepping into your CEO role and giving yourself the tools to make better, faster decisions with confidence.
Too often MSPs fall into the trap of looking at what’s in the bank and thinking that’s enough. But as Clare points out, without a proper budget, you’re flying blind. You might have cash now, but do you know what’s around the corner? Are you really in control of your business or just reacting to it? Budgeting allows you to reverse engineer your goals, spot the gaps early and drive the right actions. It’s confronting at times, yes. But the clarity it gives you is worth its weight in gold.
We talked about why so many business owners avoid budgeting altogether. The answer? It’s uncomfortable. It’s time consuming. And it forces you to look reality in the eye. But once you do, as I shared from personal experience, it becomes incredibly empowering. Just like mapping out your retirement plan, creating a budget gives you that sense of control and direction. And as Clare Elliott says so well, it’s all about having a clear destination and a route to get there.
When it comes to forecasting income, we broke down why simply relying on your monthly direct debits isn’t enough. Clare explained how even with recurring revenue, clients leave, services change and prices rise. Without a plan to add new clients or adjust pricing, your business starts moving backwards. So we explored how to break down income forecasting into manageable chunks: from what’s already secured, to potential upsell opportunities, to the leads you haven’t even generated yet. Clare made a really strong point here. If you’re standing still, you’re actually going backwards, especially if you’re not increasing prices annually.
We also got into the nitty gritty of budgeting for costs. From fixed overheads and vendor costs to salaries and project delivery, Clare Elliott laid out the foundations of building a practical budget. The advice was simple but powerful: start with what you know, build in contingency, and always allow for profit and savings. And if you’re not reviewing your projects after delivery, you’re probably leaving money on the table. It’s not just about quoting right the first time. It’s about learning and refining the process with every job.
Another brilliant insight from Clare was how budgeting drives change. Once you know what profit you want at the end of the year, you can work backwards to see what sales are needed and what activity has to happen to get you there. It’s not about hoping. It’s about planning. The budget becomes the engine room of your business, and it’s how you avoid that constant cycle of feast and famine.
We then moved on to how budgeting and forecasting translate into cashflow management. Because let’s face it, profit is great, but cash is king. You can be profitable on paper but still run out of money if clients pay late or vendors need paying early. Clare walked us through the importance of understanding timing, building up cash reserves and planning for VAT, PAYE and corporation tax well in advance. No surprises, no panic, just a clear picture of what’s coming.
We also covered what a typical finance function looks like as an MSP grows. Clare Elliott shared some cracking advice on when to bring in bookkeepers, management accountants or part-time finance directors, and what to expect at each stage of business maturity. Whether you’re turning over half a million or pushing past the seven-figure mark, having the right financial support in place can be a game changer.
We wrapped up with some solid troubleshooting tips for when things go off course. From negotiating with vendors to accelerating debtor collections, Clare gave us a toolkit to lean on in the tough times. But the consistent message throughout was clear: don’t bury your head in the sand. Budgeting is not a punishment. It’s a plan. And it’s the fastest way to create freedom, profit and peace of mind in your MSP.
So if you’re ready to stop winging it and start budgeting like a boss, go back and listen again. Build your first forecast. Book some time with your FD or accountant. Or reach out to us and we’ll help you figure out what steps to take next. As Clare Elliott so rightly put it, if you’re already doing well without a budget, just imagine what you could achieve with one.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
The marketing space for MSPs is full of confusion. Vendors are pushing content that’s really just product sales in disguise. Agencies are selling packages that might not suit your niche. And most MSPs we speak to are stuck trying to work out what to say, when to say it and who to say it to. The problem isn’t a lack of effort. It’s a lack of sequence. That’s where this clock comes in.
We begin with step one, which is all about identifying your ideal target market. And not in a vague way. “Professional services” is not enough. You need to be thinking of real businesses with real problems, like accountants in Luton or legal firms in Manchester. When your content speaks directly to them, they’ll know straight away that you understand their world. This level of precision is what starts the lead engine working properly.
Once that’s in place, step two is to align your message with their language. If you're talking to healthcare businesses, use their words. If you're talking to finance or legal, pay attention to how they describe their challenges. Go deep. Look at their websites. Listen to your existing clients. Match their tone and show them you really understand what they’re dealing with.
As we move round the clock, I take you through the importance of creating a valuable middle-of-funnel offer. This is where you offer something that educates rather than sells. A survey, a buyer’s guide or an event are all great ways to build trust and demonstrate expertise. You’re not pitching. You’re positioning. That’s how you warm up cold contacts and get people curious about what you do.
Step four is about tracking your prospects down. Where do they hang out? What events do they attend? Are they in niche online groups? Who do you know that knows them? This isn’t guesswork. You need a map. Your lead engine needs fuel, and this is where you find it.
Then we talk messaging. If your outreach feels too salesy, people switch off. This is where many MSPs fall flat. You’ve got to keep it real, human and helpful. Imagine you’re talking to someone at a networking event. You wouldn’t walk up to them and say “Hi, we sell IT support, do you want to buy some?” You’d ask how things are going, have a chat and see where the conversation goes. That’s what this part of the MSP Marketing Clock is all about.
As the clock moves on, we cover connecting with your audience, chatting with them, and nurturing those conversations over time. Email is still one of the most powerful tools at your disposal. The key is to send emails that matter to the reader. Make it about them, not about you. And remember, this is about building relationships. Not rushing to the close.
Towards the end of the clock, we shift into demonstrating your expertise and aligning your solution with their business needs. This is where you show them how your service solves real problems. Not just technical ones, but business ones. Slow file transfers. Security risks. Compliance issues. You don’t have to lead with a brand or a product. You just need to clearly show how life gets better with the right technology in place.
We wrap up with step eleven, which is all about overcoming objections and making sure your offer is rock solid. Then finally, we close and onboard. This bit really matters. Overdeliver on your promise. Make your new client feel like they made the right decision. And make sure your operations team is aligned with the same energy and clarity that won the deal in the first place.
The MSP Marketing Clock is a practical way to move from random marketing activity to a structured, scalable lead engine. It’s designed to help you stay consistent, stay patient and stop second-guessing your next move. If you’re trying to build a marketing process that works for your MSP, share this episode with your team. And if you’d like help putting it into action, just drop me a message or book a chat through the website.
Let’s get your lead engine ticking. One step at a time.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
This one’s inspired by a comment we heard recently at one of our events: “Don’t let the diamonds in your business go.” It struck a chord. And it got us talking about what it really takes to stop losing your best people and start building a leadership team who can genuinely help you grow – not just fix tickets or manage a few tasks. If you’re an MSP owner stuck in the day-to-day firefight, unsure how to build the team around you, this one’s for you.
Julie shares the mindset shift business owners need to make to move from doing everything themselves to letting go with confidence. As we’ve seen with dozens of MSPs we work with, the problem isn’t always about having the wrong people – it’s not knowing what to look for. Just because someone’s a brilliant tech doesn’t mean they’re going to be a great leader. And just because someone’s quiet doesn’t mean they’re not sitting on massive potential.
So in this conversation, we break down how to identify the early signs of leadership. Are they stepping up, taking responsibility, asking the right questions? Are they front-seat passengers helping you drive the business forward, or are they stuck in the boot, just along for the ride? (Yes, there’s a car analogy. Possibly too many. But it works.) The real skill here is learning to spot the behaviours of a leader – not just waiting until they’ve got the title.
Julie explains how our Future Leaders Programme came about and why it's critical for growing MSPs to invest in their rising stars before they’re ready. Because if you wait until you “need” a leader, it’s already too late. They’ve either left… or burnt out. The good news is, the capability can be trained – but the values, the mindset, the hunger to take the reins – those are the signs we’re looking for.
We also talk through how to create the space for your leaders to grow. Giving them small projects, secondments, or specific responsibilities lets you test their ability to step up – without committing them to a role they’re not quite ready for. And it gives them a chance to see themselves differently too. Leadership doesn’t always mean direct reports or fancy titles. It’s about how they show up, how they influence others, and how they behave when nobody’s looking.
And this is key: if you’re building your MSP around your own decision-making, you’re the bottleneck. You can’t scale if you’re the only one driving the car. You need thinkers, not just doers. People who understand your vision and care enough to carry it forward – even when you’re not in the room. Which is exactly what we’re developing through our Future Leaders Programme.
As we wrap up, we summarise the three key actions you can take right now as an MSP business owner. First, ask yourself: is the elastic band of communication in your team starting to stretch too far? Are you losing grip on who’s doing what, and why? That’s your cue. Second, start to look at your people differently. Who’s trying to drive? Who’s giving you energy? Who wants to help take your MSP where it’s going? And third, be brave enough to invest in the people you believe in. Because if you don’t grow them – someone else will.
Massive thanks again to Julie for bringing clarity, humour, and a grounded approach to what can be a tricky conversation. There’s no silver bullet here, but there is a system – and we’ve seen it work. It’s time to stop flying solo. Build your team, find your future leaders, and start creating a business that works without you having to do everything.
Ready to see how it works? Learn more about the Future Leaders Programme and how we help MSPs build confident, capable leadership teams by visiting www.themspgrowthhub.com.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Over the years, through coaching hundreds of MSPs, one recurring pattern shows up time and again: business owners who’ve built something great but are now the single point of failure. You're the one the team turns to for answers. You're the one the clients call on a Saturday morning. You're the one holding everything together, and that, my friend, is both the blessing and the curse of being a committed leader. But if we don't break that cycle, we burn out, stagnate, or worse, we limit the growth of the very business we’ve worked so hard to build.
In this episode, I tackle the fears and frustrations head-on. The fear of losing control. The worry that standards will slip if you delegate. The concern that clients will walk away if it’s not you they’re dealing with. And the unspoken one is what the hell will you do with your time if you’re not fixing tickets, answering questions, or juggling 30 spinning plates at once? I get it. I’ve been there. And I work with clients every day who are going through this same transition.
But what if the real growth came not from doing more, but from doing less? What if leading meant choosing what to focus on, freeing up your calendar, and creating the space to think strategically? Because here's the truth, while you're stuck fixing, you cannot lead. While you're stuck being the bottleneck, your business can’t move forward.
I talk about how important it is to find your “thousand pound tasks” which is the strategic work only you, the business owner, can and should be doing. It's not about abdicating responsibility, it’s about putting systems, people and processes in place so you can finally step up and lead like the business needs you to. Whether it's building your leadership team, documenting your SOPs, or creating a clear cascade from vision to daily tasks, everything starts with making time. And that’s exactly what this episode is all about.
I walk you through five practical steps that you can start using straight away to stop being the bottleneck and start leading with confidence. These include planning your week every Friday with clarity and purpose, blocking out your 10% strategic thinking time, and getting that one hairy task done each week that you've been avoiding. I cover how to better utilise your PSA and tech stack (without just stack-fiddling endlessly), and I encourage you to build accountability by joining a peer group or finding a buddy. Finally, I talk about hiring future leaders, not just doers, the kind of team members who lift you up, drive progress and free you to lead.
This episode also tackles the reality of burnout. I've seen it first-hand where MSP owners who haven’t had a proper holiday in over a decade. That’s not success. That’s survival. And it’s not sustainable. When you're permanently in the thick of it, there's no space to think, no time to innovate, and no energy left for the people who matter most at home. It’s why so many owners end up resenting their businesses – not because they don’t care, but because the business has become dependent on them in all the wrong ways.
I also share the importance of building value into your business. If you're thinking about exiting one day, whether that’s in 3 years or 13, you’ll want to create something that works without you. Buyers don’t want bottlenecks. They want SOPs, leadership teams, and a well-oiled machine. That only happens when you start leading properly today.
So if you’re ready to stop being the bottleneck in your MSP and start leading your team, your clients and your future with clarity and confidence, then this episode is for you. Take the five steps I share, start small, and make them stick. Because when you stop fixing and start leading, the doors really do blow off.
If you're serious about getting this right, make sure you grab the free Ultimate MSP Growth Guide – it’s packed with tools and comparisons to help you decide what support you need, when you need it, and how to get the results you're after.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We had an honest and practical discussion about the current broken state of recruitment and how the smart use of AI is giving MSPs a genuine edge in finding the right people — not just the most available ones.
We kicked off with a bit of fun, noting how just using the term 'AI' in the title gets everyone’s attention! But in all seriousness, the technology is no gimmick. As Dean Watmough explained, AI is now playing a pivotal role in helping MSPs find talent faster and more accurately — when used properly. Dean pointed out that AI, when applied with good data and human insight, can help MSPs avoid the chaos of sifting through hundreds of irrelevant CVs, saving a huge amount of time, effort and cost.
Dean Watmough shared a brilliant reminder that the traditional CV and interview process is hopelessly outdated. With only 14% of CVs accurately predicting job performance, it’s no wonder that recruitment often feels like an expensive game of chance. He highlighted how easy-apply job boards, and bullet-point job descriptions create a flood of unsuitable candidates, overwhelming MSP owners and leading to poor hiring decisions. Dean and I agreed that MSPs aren’t just selling tech to their clients; they’re selling the experience, knowledge, and attitude of their people. That’s why getting recruitment right is so critical.
The conversation then took an exciting turn as we got stuck into how AI is changing the game. Dean Watmough explained that by integrating AI into the recruitment process, and combining it with human intelligence, MSPs can better assess not just technical skills but, more importantly, cultural fit, attitude and values alignment. Through skills assessments, culture tests, behavioural profiling, and smart data gathering — all analysed with AI — you can now really understand the whole person, not just the surface CV. Dean stressed that you still need that gut feel, but AI gives you the confidence and data to back up your instincts.
One big takeaway was the importance of slowing down the hiring process at the start. Rather than throwing out a job advert and hoping for the best, Dean Watmough emphasised the value of defining exactly what you want: who your ideal candidate is, the three most important things they must do daily, and what type of behaviours and values match your company. Then, and only then, should you engage candidates. Put hurdles in the way: screening questions, shortlisting exercises, even short video intros, to make it harder for the wrong people to apply and easier for the right ones to stand out. AI can then filter and assess these candidates with incredible accuracy based on the right data.
We also tackled the myth that technical skills alone are enough. As Dean Watmough pointed out, a candidate with transferable skills, high levels of learning agility and the right personality can often outperform someone with a fancy CV but a bad attitude. AI’s ability to benchmark candidates against your current best-performing team members gives MSPs a secret weapon to spot hidden gems that traditional recruitment would miss.
Towards the end of the episode, we summarised the top three actions that every MSP owner should take right now. First, slow down and think carefully about who you actually need. Second, identify the three daily must-do tasks and build your hiring questions around them. Third, and perhaps most importantly, stop chasing volume and start chasing quality. Make it hard to apply and ensure every candidate entering your funnel is serious about the opportunity.
Dean Watmough and I wrapped up by agreeing that recruitment is just marketing with people. It’s about being crystal clear on who you want and communicating that clearly, authentically, and confidently. AI isn’t a magic wand, but used properly it is a powerful tool to accelerate finding, engaging, and retaining the right talent in your MSP — faster, cheaper, and with better outcomes than ever before.
If you’re ready to rethink how you recruit and bring some serious firepower into your hiring process, reach out to Dean Watmough and the team at Humnize by clicking HERE.
Want to go even deeper? These episodes will support and expand on what we’ve discussed today: 🎥 How to build a high performing technical team…when you don’t know where to start by Ian Luckett 🎙️ STOP Attracting the Wrong People to Your MSP with Julie Hutchison & Ian Luckett
Want to see it in action? 👉 Book a 15-minute live demo — you won’t have seen anything like it!
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
It’s a jam-packed episode where I’m joined by two absolute champions of the channel, Alex Harris and David Maguire, the driving force behind this standout industry event.
Let’s be honest – this one’s a bit of a shameless plug. But for all the right reasons. The 2025 MSP Show isn’t just another exhibition – it’s quickly becoming the place where MSP business owners and their teams come together to get inspired, connect with new tech, and actually have a good time doing it. Whether you came along last year or this is your first time hearing about it, this episode breaks down exactly why you need to carve out two days in your diary to be there.
We opened up the conversation reflecting on how the show first came about. David explained that, off the back of 30 years of running the Service Desk & IT Support Show, the team saw an opportunity. MSPs were showing up in droves, but the content and vendors weren’t fully speaking their language. So rather than tweak the original format, they launched the MSP Show as a fresh, focused, vendor-neutral event tailored specifically for business owners in the managed services space. What started with 30 vendors and one theatre in 2024 has now doubled in size, with over 90 providers across both shows and two full seminar theatres hosting 24 sessions across the two days.
Alex gave us a behind-the-scenes look at the planning, the thinking behind the content curation, and how every session has been shaped by real feedback from the MSP community. Topics cover everything from AI and cybersecurity to wellbeing, neurodiversity, vendor partnerships, and how to write proposals that win business. What’s powerful here is that it’s all geared towards helping MSPs build a better, stronger business – with no sales pitches allowed. The content is pure gold for business owners and leadership teams who want to step out of the day-to-day grind and start working on their business.
We talked a lot about the vibe of the event – because it really matters. This isn’t a crowded, pushy tech circus. It’s open, welcoming and genuinely relaxed. That sense of space and calm made a huge difference last year and allowed people to actually have meaningful conversations with vendors and peers alike. For those bringing team members, it’s also a brilliant way to get everyone out of the office, learning, and feeling part of the wider vision for growth. We had clients come last year who brought along key team members and they’re still raving about the experience.
Something else I absolutely loved from last year — and I’m glad it’s back — is the networking drinks. And yes, it’s free. Day one ends with a proper social, where you can unwind and build connections in a casual, no-pressure setting. This year, they’re stepping it up with the new Wonder Years lounge – a nostalgic nod to the past with retro games, photo opportunities, and a cracking new food truck experience that honestly might be the best food I’ve had at Excel.
Alex and David have also introduced some really clever tech upgrades this year, including a Bluetooth-enabled audio system where you can listen to talks through your own headset, meaning no more queuing for those seminar headphones and crystal-clear audio even at the back of a packed room.
And of course, I’ll be back on stage again this year kicking off Day Two with our most popular session, “MSP Growth Secrets: Three Keys to Faster Growth.” If you're serious about scaling your MSP and want to get the team aligned behind your goals, you’re not going to want to miss that one.
To sum it up – The MSP Show 2025 is free to attend, but the value you’ll walk away with is priceless. Whether it’s your next vendor relationship, a golden nugget from a speaker, or the motivation to take that next leap in your business – it’s all waiting there for you. Don’t just turn up and wander, come with purpose, plan your visit, and leave inspired.
Ready to join us at the 2025 MSP Show? Don’t miss your chance to connect, learn, and grow alongside hundreds of like-minded MSP business owners. It’s free to attend, packed with value, and designed to help you build a business that works for you. 👉 Click here to register now and make sure to pop by Stand 865 and say hello – we’d love to see you there.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Or more accurately, the fear of niching. It’s that internal tug-of-war between wanting more leads and being scared that if you narrow your focus, you’ll somehow lose out on opportunities. So in this episode, I turned the tables and interviewed my co-host Ian Luckett, who’s been doing some seriously powerful work with our clients on this very subject over the past 12 months.
Let’s get this out in the open straight away – niching is not about turning people away or putting your business in a box. It’s about getting clear on who you help, how you help them, and making sure your marketing speaks directly to them in a way that resonates. One of the stories Ian shared perfectly summed this up – a smoked meat restaurant that had crafted a name for itself by focusing purely on one thing: slow-cooked, smoked meats. The manager wasn’t just someone running a restaurant – she knew the ins and outs of the process, the timing, the flavours, and what makes it exceptional. That’s expertise. That’s niching. And it’s a brilliant metaphor for your MSP business. When you’re known for something, people remember you. They seek you out. They refer you.
Throughout the episode, we reminded listeners that niching is, at its core, a marketing exercise. You’re not changing the structure of your MSP. You’re not excluding existing clients or rewriting all your service offerings. You’re simply putting a wrapper around your message that clearly communicates the value you bring to a specific audience. Whether it’s accountants in the North West, architects in the Midlands, or hybrid-working legal firms in London – if your MSP can solve a clear problem for a group of people, and you can talk about that in their language, you’re already halfway there.
Ian explained that one of the biggest blocks MSP owners hit is thinking they have to do a full business overhaul to niche effectively. But in reality, it’s about small steps. One message. One landing page. One campaign. That’s all it takes to start seeing what lands, what generates curiosity, and what brings in the right leads. And that’s key – the right leads. Leads who already understand what you do, who are pre-qualified, and who are much more likely to convert. It’s easier, more efficient, and ultimately more profitable.
We talked about clients who’ve seen significant growth simply by getting tighter with their niche. One MSP doubled his business over two years after focusing on a sector he’d previously worked in. His background gave him credibility. His language mirrored that of his audience. His content hit the mark. Suddenly, he wasn’t chasing leads – they were coming to him. Another client narrowed his niche down to a specific profession in a specific location – and it transformed his marketing from generic and vague to clear, direct and compelling. This kind of shift is possible for every MSP – but you’ve got to start by looking in the rear-view mirror. Where have you been? Which sectors have brought you the best clients? Where do you already have expertise, even if you’ve not yet capitalised on it?
AI can help with this, too. Use tools like ChatGPT to map out the pain points of your ideal niche, how your MSP solves those issues, and how to speak to them in ways that cut through the noise. Within half an hour, you can have a rough blueprint for your niche strategy. And don’t forget the power of geography – you don’t always have to go industry-specific. Sometimes being the go-to IT provider for a specific area is more than enough to build traction, reputation and referrals.
The real kicker in all of this is the value of your business. A well-positioned, niched MSP is worth more when you come to exit. It’s more attractive to buyers, less reliant on you as the owner, and easier to grow because you’ve already built a repeatable, scalable marketing engine. And for those worried about stepping back or scaling out of the day-to-day, niching makes it easier to teach your team how to sell what you do – because the messaging is clearer and the target is sharper.
If there’s one message we want you to take away from this episode, it’s this: you don’t have to niche your MSP overnight. But if you want more leads, better leads, and a more valuable business in the long run, you need to start somewhere. Try one message, one audience, one clear offer – and see what happens. And if you’re not sure how to do that, we’ve got plenty more episodes that walk through building your funnel and your marketing engine, step by step.
You don’t need to be everything to everyone. You just need to be the right solution to the right people. That’s the power of niching for MSPs.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Now, for those of you who don’t know Scott, he’s been helping MSPs since 2016 after experiencing the all-too-familiar frustration of lead generation in his own MSP. As he says, once you’re in the room with a prospect, it’s usually straightforward to talk about tech, pain points and solutions. The hard bit? Getting in the room in the first place. That challenge became the mission behind IT Rockstars, and today Scott works with hundreds of MSPs around the world, transforming how they attract and engage new business.
The heart of our conversation was about practical, real-world tips for MSPs who want to finally get some traction with their marketing. One of the key points Scott made early on was the power of lead gen ads—especially using Meta (yes, Facebook and Instagram), not just LinkedIn. It’s a bit counterintuitive, but Meta’s algorithm is miles ahead when it comes to identifying and targeting the right people based on behaviour, not just job titles. And with lead forms that open within the feed, the friction for conversion is much lower. Scott shared that they’re seeing cost-per-lead figures of £3–£4 for webinar sign-ups, which is incredible when you think about the quality and warmth of those leads.
Another gem in this episode was around how to actually use AI in your marketing without it turning into robotic mush. Scott walked us through how he uses tools like Descript and ChatGPT to turn transcripts into blog posts and LinkedIn articles. And the best bit? If you tailor your prompts properly, the output feels more human, more you—and less like it’s been churned out by a bot. As we said, it’s like baking a cake: if the ingredients are good and you’ve got the right recipe, the result is going to taste spot on.
Scott and I also got into one of my favourite topics: the importance of building a Power Audience. That is, creating a group of people who want to hear from you. Not cold outreach, not spamming inboxes, but an actual audience who’ve opted in because your messaging resonates. Once those leads are in, that’s when the real work starts—nurturing them with regular value-add content, running useful webinars, and having follow-up processes that are simple, human and consistent. MSP marketing doesn’t need to be complex, it just needs to be consistent and personal.
We touched on the elephant in the room too: SEO. Scott was very open about this—yes, SEO still has its place, especially when you go after low-hanging fruit keywords like “cyber essentials price” (hint hint), but it’s not the golden ticket some think it is. Algorithms change, rankings fluctuate, and if you’re not careful, you end up building your whole strategy on shifting sand. Instead, focus on what you can control—your content, your voice, and your relationships.
There was also a brilliant reminder from Scott that when it comes to lead magnets, the old-school PDF downloads don’t really cut it anymore. What’s working now are educational, insight-driven webinars, where you show up, deliver real value, and start building that all-important trust. As Scott says, getting uncomfortable—whether that’s showing up on camera or hosting a webinar—is often the fastest route to growth. It’s not always easy, but it is simple.
And finally, a golden nugget to finish: don’t just focus on who isn’t ready to buy. Many leads aren’t in buying mode today, but they might be in six months. Your job is to stay visible, stay valuable, and be the one they remember when they’re ready. Nurture, follow up, and—this bit I loved—don’t forget the referral goldmine in your list. A formal referral programme can turn a “maybe” into a warm intro with zero ad spend.
So, if you’re serious about getting your MSP’s marketing moving, stop overthinking it. Try a lead gen ad. Run a webinar. And most importantly, play the long game. Scott Millar’s insight today is a brilliant reminder that MSP marketing isn’t about magic tricks. It’s about showing up with the right message, at the right time, to the right people—and doing it in a way that feels natural and honest.
Connect with Scott Millar through his LinkedIn HERE and to learn more about Scott and his work with MSPs, check out HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Now we all know M&A – mergers and acquisitions – can be one of the fastest ways to grow and scale your business. Once you’ve got your house in order, and you’re running at a solid EBITDA with strong operational maturity, bolting on new businesses might seem like the logical next step. But – and it’s a big but – what’s often overlooked is what that really means for your people. And if your culture, leadership, and structure aren’t ready, the train can very quickly come off the rails.
Alison brings a grounded, real-world view to this conversation. She’s been on the front line of some pretty major acquisitions, including one that jumped from £8m to £24m turnover and took the team from 45 to 140 heads almost overnight. And she shares, with honesty and clarity, what it actually takes to pull this off in the real world – and how to stop your people, and ultimately your growth, from falling apart at the seams.
We talk about the massive difference between tactical HR and strategic HR. It’s one thing having your contracts and compliance sorted, but when you’re growing – especially through M&A – you need to shift your mindset. Strategic HR is about seeing your people as assets who are actively driving your commercial goals, not just passengers on the bus. If you’re growing from 30 to 50 to 60 people – whether gradually or through acquisition – you need the structure, the leadership, and the culture that will carry the weight of that growth.
One of the key points we covered is that M&A isn’t just about the deal. Signing the contract is only the halfway point – the real work starts once the ink is dry. Integration takes time, effort and energy. The leadership team will be tired, decision-fatigued, and ready to move on. But for your people – this is day one. For those coming into your business through the acquisition, it can be an unsettling, nerve-wracking time. They didn’t choose this change – it’s been done to them – so empathy and clear communication are absolutely essential.
Alison shares her proven approach, which includes creating a detailed FAQ document before the announcement is made. This answers the big, scary questions your team will have: “Is my role changing?”, “Is my manager changing?”, “Will I have to move?”, “What’s happening with my benefits?” It sounds simple, but this one proactive step can calm the chaos and build confidence straight out of the gate. And that goes for both sides – your existing team will have just as many concerns as the team you’re bringing in. Having honest, timely conversations is key.
We also discussed the importance of appointing a dedicated facilitator – someone who knows your business inside out and can lead the integration project. Whether it’s a head of people internally or a consultant who’s been through this before, this person becomes the glue that holds the project together. They keep the comms flowing, make sure nothing falls through the cracks, and allow the senior leadership team to stay focused on the bigger strategic picture.
Crucially, M&A should never become BAU – Business As Usual. It’s a project – a big one – and it needs to be treated as such. Weekly updates, clear milestones, and a firm timeline for integration are essential. Otherwise, you risk ending up with multiple businesses operating under one roof, with different systems, processes, and a fractured culture – and that’s the opposite of scale.
If you’re an MSP leader even thinking about growing through acquisition, this episode is a must-listen. Alison Whitfield brings not just the strategy, but the practical wisdom that comes from years of experience. Her insights on people, planning and culture are gold dust – especially in the fast-paced world of M&A.
For more insights on structuring and growing your MSP, connect with Alison Whitfield on LinkedIn or visit Cultivate People Services to learn more about their people and culture solutions.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
But is that really the end of the road, or is there something you can do to keep that client, maintain profitability, and avoid unnecessary churn? In this episode of the IT Experts Podcast, I sat down with our resident finance coach, Clare Elliott, to explore what MSPs can do when faced with clients who are reconsidering their contracts.
Clare works with MSPs every day inside the Growth Hub, helping business owners understand their numbers, optimise their pricing, and make better financial decisions. One of the key takeaways from our conversation is that if a client calls you to say they’re leaving, it should never come as a surprise. If you’ve been proactively managing your client relationships, you should already have an idea of their situation. So, the first tip is simple but powerful—know your clients. Regular account management, consistent check-ins, and open communication ensure that you’re never blindsided by a client’s decision to leave. It also means you have a chance to address any concerns before they become deal-breakers.
Another critical point we covered is that MSPs must know their numbers inside out. Many business owners avoid digging into their financials because they find them dull or even intimidating. But the reality is, without a clear understanding of your profitability—by client, by service, and by contract—you could be working with accounts that are costing you money rather than generating it. Clare highlighted how important it is to track the profitability of each client, ensuring they’re worth retaining. If a client isn’t profitable, their departure might not be a bad thing. In fact, it could free up resources for better opportunities.
We also discussed the importance of value perception. Sometimes, when a client says they can’t afford you, what they’re really saying is they don’t see enough value in what they’re paying for. This is where proactive communication is essential. MSPs need to regularly remind clients of the benefits they receive—whether that’s seamless IT support, cybersecurity protection, or increased business efficiency. If clients don’t see what you’re doing in the background, they might assume they’re paying for less than they’re actually getting. MSPs should be educating clients on the value they provide, whether that’s through case studies, testimonials, or regular business reviews. The more you communicate your worth, the less likely a client is to see your service as an unnecessary expense.
One of the biggest mistakes an MSP can make when a client threatens to leave is resorting to discounts as a knee-jerk reaction. Clare and I both agreed that discounting is a dangerous path. It not only reduces profitability but also sets a precedent for future price negotiations. Instead, MSPs should focus on reinforcing the value of their service. If a client is genuinely struggling, consider restructuring their package rather than simply lowering the price. Having clear service tiers, such as a gold, silver, and bronze package, can help give clients flexibility while maintaining overall profitability.
Security also plays a huge role in pricing and client retention. I’ve heard from MSPs who still offer security as an optional extra rather than making it a non-negotiable part of their service. Clare made an excellent point—security should never be an option. MSPs that separate security from their core offering run the risk of clients opting out, exposing themselves to unnecessary risks, and blaming their provider when things go wrong. If an MSP isn’t making security a baseline requirement, they need to rethink their approach.
Finally, we discussed knowing when to walk away. Not every client is worth saving. If you’re constantly firefighting an unprofitable client or bending over backwards to accommodate their demands, it might be time to let them go. Business owners often feel nervous about losing a customer, but keeping a bad-fit client can sometimes be worse than losing them. By knowing your financials and understanding the true cost of service delivery, you can make confident decisions about which clients are worth fighting for and which ones you should let go.
At the end of the day, MSPs need to be proactive, data-driven, and confident in their value. If you’re managing your client relationships well, staying on top of your numbers, and ensuring your pricing reflects your worth, you’ll be in a much stronger position to handle pricing objections and client churn. And if a client still decides to leave, handle the offboarding professionally—you never know when they might come back.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
I’m joined by fellow MSP Growth Hub coaches Stuart Warwick, Julie Hutchison, and Clare Elliott, as we reflect on the key takeaways from our January 2025 two-day intensive.
These intensives are the cornerstone of the MSP Growth Hub’s Scale with Confidence model, bringing together MSP owners and leaders to reflect, reset, and refocus on their business growth. The January event was centred around the theme of ‘Harnessing Ambition’—not just setting strategic goals but ensuring they are cascaded throughout the entire organisation. This is where business owners can make real progress, ensuring their company, departments, and individuals are all aligned and working towards the same vision. When this is done properly, businesses accelerate growth, eliminate friction, and reduce stress for the owner and their teams.
One of the most powerful aspects of these events is the energy in the room. We had around 55 MSPs from all different stages of business maturity, but each and every one of them had a clear plan. They knew their headline numbers, their biggest challenges, and what they wanted to get out of the two days. And while there was plenty of networking (and cake!), this wasn’t just a social gathering. It was a working event. In fact, we encourage attendees to take an extra decompression day afterwards to process everything they’ve learned and recalibrate their action plans.
A standout session from this intensive was our deep dive into transforming profits in 180 days. Clare and Stuart walked the room through a practical framework that got everyone thinking differently about their numbers. Many realised they had never truly understood their financial levers and wished they had brought their finance teams along—though, of course, this session was specifically designed for MSP owners to take ownership of their financial strategies. We focused on high-level principles of financial management, helping them understand how to improve profitability in a structured way that compounds year on year.
Another major highlight was Julie’s session on identifying and developing future leaders within an MSP. So many business owners struggle with delegation and succession planning, yet they have potential leaders sitting right in front of them. The key is not just identifying technical skill but looking for people who genuinely want to lead. As Julie put it, if you don’t give those people the opportunity to grow, they will find it elsewhere. She introduced a simple scoring system that helped MSP owners assess their teams objectively, ensuring they are nurturing the right people and not just promoting someone because they’re the best technician.
A personal highlight for me was delivering the ICE Framework—a brand-new, practical system to help MSP owners escape overwhelm, find more time, and focus on the right activities. From time management to prioritisation and delegation, we crammed every ounce of value into this framework. The feedback was fantastic, with many attendees saying it was the missing piece they needed to create more headspace and get out of the daily firefighting mode. It’s now a permanent part of our growth system, sitting in the Vault for members to access anytime.
What makes these events so special isn’t just the frameworks and strategies—it’s the shared learning. The room is packed with like-minded business owners who are all on the same journey, using the same language, frameworks, and processes. That alignment is what allows them to move faster, make better decisions, and ultimately compress the time it takes to scale. The discussions, the problem-solving, and the breakthroughs that happen in real-time are what make these intensives so impactful.
And the impact doesn’t stop when the event ends. The ripple effect through MSP teams is incredible. We saw business owners leaving with a renewed sense of purpose, taking what they learned straight back to their teams, engaging them in the vision, and aligning everyone with the company’s mission. We even had one MSP receive a thank-you gift from their team because they had gone back, implemented everything, and made such a difference to the way they operated. That’s what it’s all about—helping MSP owners build businesses that work for them rather than them being stuck in the day-to-day grind.
Looking ahead to our next event in May, we’ll be focusing on ‘Amplifying Capacity.’ This means going deep into team structures, operational efficiency, and leadership skills. We’ll be tackling topics like how to get more from your people, how to recruit and retain the right talent, and how to eliminate the bottlenecks that slow down business growth. Expect practical workshops, panel discussions, and insights on everything from using productivity tools like Asana to maximising PSA systems. And, of course, Julie will be leading a powerful session on dealing with difficult conversations—something every MSP leader needs to master.
For anyone listening who wants to get more insight into how the MSP Growth Hub can support your business, we’d love to connect. You can take the Scale Your MSP Quiz or drop me a message on LinkedIn for a chat.
Running an MSP can be a lonely place, but it can also be an amazing place with the right support network. That’s why we do what we do—to help MSP owners make a bigger impact, change more lives, and enjoy their business journey.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Many MSPs start with a handful of technical people, then bolt on account management, sales, marketing, and operations as they grow. But without a clearly defined structure, this approach can create inefficiencies, miscommunication, and stalled growth. That’s why we brought in Alison Whitfield from Cultivate People Services, a people and culture expert with a wealth of experience working with MSPs. Together, we unpack the essential components of structuring an MSP for growth, leadership development, and team alignment. Alison shares her perspective on why structure is so much more than just an organisational chart or job descriptions. She compares a well-structured MSP to an orchestra, where the conductor sets the pace and ensures each musician plays their part in harmony. In an MSP, the leadership team acts as the conductor, guiding different departments while allowing them to operate effectively within their roles. Without this level of coordination, businesses risk becoming chaotic, where people take on mismatched roles, processes break down, and leadership gets bogged down in daily operations rather than focusing on strategic growth.
One of the key takeaways from this conversation is the importance of defining leadership roles early on. Many MSP owners make the mistake of promoting internally without fully assessing whether the individual is ready for leadership. Just because someone is a brilliant technical expert or account manager doesn’t mean they’ll thrive in a leadership position. Alison emphasises that the transition from a technical role to a senior leadership team (SLT) role requires different skills—strategic thinking, communication, and the ability to manage and inspire a team. That’s why it’s crucial to evaluate potential leaders based on their ability to drive the business forward, rather than simply their tenure or technical expertise.
We also touch on the reality that most MSPs don’t get past the £1 million turnover mark, largely due to poor structure. If an MSP wants to scale beyond this, it needs to establish a proper SLT with clear departmental functions, accountability, and measurable outcomes. But as we discuss, there’s no shop called 'SLTs R Us' where MSP owners can simply pick out a ready-made leadership team. Instead, they have to be intentional about developing leaders internally or bringing in external talent who align with their business vision and culture.
Alison highlights the critical need for strong communication across all levels of an MSP. Many businesses assume that everyone understands the company vision, but often, strategy is only understood at board level while the rest of the team remains out of the loop. This creates internal conflicts, especially between service and sales teams, as they struggle to see how their roles contribute to the overall business success. The solution? A structured approach to internal communication—regular meetings, clear role definitions, and alignment on key objectives so that every team member knows their contribution to the bigger picture.
Recruiting the right leaders is another major challenge for MSPs, especially when filling gaps in an SLT. Alison advises MSP owners to start by defining exactly what they need from a role before hiring. Is it a Chief Technology Officer, a Head of Operations, or a Commercial Director? More importantly, does this person need to come from a similar-sized MSP or from a different background? Bringing in someone who has only worked in a highly structured corporate environment may struggle in a fast-moving MSP where adaptability is key. Understanding the culture and operational pace of an MSP is just as important as technical expertise.
We also explore the growing trend of fractional leadership, which is becoming an invaluable solution for MSPs that need experienced leadership but don’t require (or can’t afford) full-time roles. Many MSPs looking to scale can benefit from a fractional CIO, CTO, or COO who brings expertise and strategic oversight without the long-term commitment of a permanent hire. This approach provides flexibility, ensures that high-level decisions are being made, and prevents business owners from becoming overwhelmed by operational responsibilities.
The conversation then shifts to leadership models and how they impact MSP structure. Alison emphasises that there’s no one-size-fits-all model—every MSP must build a structure that fits its size, growth ambitions, and company culture. However, certain fundamentals remain universal: defining a clear vision, having structured departmental plans, and ensuring that every role contributes to business growth. Whether a business is running a flat structure with few management layers or a more hierarchical setup, the key is clarity—who is responsible for what, how decisions flow, and how success is measured.
One of the biggest pitfalls we see in MSPs is a lack of focus on operational efficiency. Many MSPs end up stagnating at break-even because they fail to measure success properly. Business owners must be clear on what their teams need to deliver. Are they driving revenue? Improving client retention? Expanding service offerings? Without these key performance indicators, an MSP can fall into the trap of 'busyness' without real business progress.
Alison leaves us with a final thought: MSPs need to take structure seriously if they want to grow beyond the owner-operator phase. Every MSP must define what success looks like, ensure clear communication across the team, and build a leadership structure that supports both day-to-day operations and long-term strategic goals. Whether this means promoting from within, hiring externally, or leveraging fractional leadership, the key is to be proactive rather than reactive.
For more insights on structuring and growing your MSP, connect with Alison Whitfield on LinkedIn or visit Cultivate People Services to learn more about their people and culture solutions.
For further information on The MSP Growth Bootcamp starting on 1st April - Click HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
As business owners, we often pride ourselves on pushing forward, solving problems, and keeping things moving. But what happens when we don’t stop to reflect? What are the hidden risks of ploughing ahead without taking a moment to reassess our strategy, our goals, and even our own leadership? Stuart and I unpack exactly that in today’s conversation, and trust me, if you’re an MSP looking to scale, this is something you don’t want to ignore.
We all know the feeling of getting caught up in the day-to-day operations—whether it's handling client issues, managing your team, or dealing with the constant flow of incoming tickets. But without stepping back, you’re in danger of drifting into what Stuart calls the Black Box—a state of denial where problems build up unnoticed until they explode into full-blown chaos. One of the biggest risks for MSPs is failing to see the early warning signs, whether that’s declining profit margins, client dissatisfaction, or employees who are disengaged and looking to move on.
We introduce a simple yet powerful tool to help MSPs assess where they’re spending their time and energy—the Momentum Matrix. This model divides your business state into four quadrants: Performing, Denial (Black Box), Chaos (Red Box), and Renewal. Every MSP wants to be in the Performing quadrant, where things are running smoothly—revenues are strong, customers are happy, and your team is motivated. But many businesses get trapped in the Black Box, ignoring the small issues that eventually push them into Chaos, where they’re forced to react to major problems. It’s only when this happens that business owners wake up and move into Renewal, where they finally take action to fix what’s broken.
But here’s the thing—what if you didn’t have to wait for a crisis to enter renewal? What if, instead of swinging between denial and chaos, you could move directly between Performing and Renewal, constantly refining and improving your MSP without ever hitting a major setback? That’s where a structured rhythm of review comes into play. Regularly stopping to assess where you’re at—whether in daily huddles, weekly meetings, or strategic quarterly planning—ensures that you never let problems fester to the point of disaster.
Stuart highlights a crucial distinction between simply holding meetings and having quality conversations. It’s not enough to check in with your team and run through a list of tasks; you need to actively dig into the roadblocks that are slowing progress. Are your goals aligned? Are your KPIs telling you the full story? Are you tracking the right data to measure business success? The best MSPs don’t just rely on gut instinct—they combine hard data with real conversations to make better decisions.
One of the key takeaways from this episode is the importance of honesty. Too many MSP owners stay in denial because they’re afraid to confront the numbers, the reality of client churn, or the weaknesses in their leadership. But facing these issues head-on is the only way to build a stronger, more resilient business. Stuart shares a real-world example of an MSP that went from £1.1 million in revenue to £500K simply because they failed to de-risk their business. They relied too heavily on a few key clients, and when those clients left, they were left scrambling. If they had taken the time to step back earlier and put a proper plan in place, they could have avoided such a drastic decline.
For MSPs looking to scale and eventually exit their businesses, taking stock isn’t optional—it’s essential. Too many owners dream of selling their MSP but don’t have a clear plan in place for what a successful exit looks like. Understanding the value of your business, ensuring your revenue is stable and diversified, and putting systems in place to maintain momentum are all key to creating a business that is actually sellable. The reality is, an MSP under £1 million in revenue is often worth very little, and even those over £2 million struggle to secure high multiples unless they’ve optimised their financials and operations.
So, what’s the takeaway from today’s episode? Stop. Take stock. Be brutally honest with yourself about where you are in the Momentum Matrix, and don’t let fear keep you in denial. The best MSPs don’t wait for chaos to strike—they take control early, maintain a strong rhythm of review, and focus on the quality of conversations within their business. That’s what keeps them in the Performing quadrant and ensures they continue to grow sustainably.
If today’s episode resonated with you, take a few minutes to reflect on where your MSP is right now. Are you truly performing, or are there warning signs you’ve been ignoring? And if you need support in moving your business forward, reach out—because no MSP should have to navigate this journey alone.
For further information on The MSP Growth Bootcamp starting on 1st April - Click HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Now, if you've ever been in the frustrating position of recruiting someone you thought was perfect for the job, only to find out they’re not the right fit at all, you’re not alone. This happens more often than you might think, and in today’s episode, we uncover exactly why MSPs keep attracting the wrong people—and more importantly, how to stop it from happening.
Julie shares a story from a recent conversation with an MSP owner who was struggling to find the right person for their team. They needed someone dynamic, open to change, and capable of taking the business forward. But instead, they kept attracting technically competent people who lacked the energy, drive, or communication skills needed to move the business in the right direction. It turns out that the problem wasn’t just about who was applying—it was about how they were advertising the role and conducting interviews.
One of the biggest takeaways from this conversation is that MSPs often think they have a solid recruitment process in place, but in reality, they’re unknowingly setting themselves up for failure. The way you write your job ads, the questions you ask in interviews, and even your expectations of what the role should be can all contribute to hiring the wrong person. Julie stresses the importance of being brutally honest about what you actually need—not just listing out generic skills, but defining the key behavioural competencies that will make someone successful in that role.
And this is where things often go wrong. Many MSP owners get caught up in salary bands and role levels—assuming that a certain salary should match a certain level of experience or leadership ability. But as Julie explains, an engineer who’s great at solving tickets and supporting clients might actually be more valuable than someone who aspires to be a manager but lacks the skills to lead. Promoting someone just because they want to earn more can backfire massively if they’re not suited for the responsibilities of the role.
This ties into another crucial point: MSPs need to stop seeing roles as a one-size-fits-all career ladder. Not every engineer should have to move into management to get a pay rise. The real question is—what does that person bring to the business? If they’re delivering value at their current level, they should be rewarded accordingly, rather than being forced into a leadership position they might not be suited for.
Another huge mistake MSPs make is relying too much on gut instinct in interviews. Julie emphasises the importance of having a structured scoring system—something as simple as a rating scale from A to E, where A means someone has extensive experience in a competency and E means they have none at all. When hiring, it’s not enough to simply like someone or feel they gave a “good answer.” You need to have clear, measurable criteria for what a good answer actually looks like.
We also touched on the use of DISC profiling in recruitment. While it’s tempting to say, “I need a D-profile leader” or “I need someone who’s a high C for precision and process,” Julie warns against hiring purely based on personality profiles. The key is to understand what the role really needs. For example, if your team is full of steady, cautious people who don’t challenge the status quo, then hiring someone with a bit more dynamism might be exactly what you need—even if it initially feels uncomfortable for the rest of the team.
This is where self-awareness comes in. MSP owners need to be aware not just of the role they’re hiring for, but also of their existing team dynamics. It’s about finding the right blend of personalities and skills that will push the business forward, rather than simply hiring people who “fit in” and won’t rock the boat.
Ultimately, the takeaway from this episode is clear: recruitment is not just about filling a vacancy—it’s about attracting the right people who will help grow your MSP. And that starts long before the interview. MSP owners need to spend time getting clear on what behaviours they need, write job descriptions that reflect this, and design interview processes that properly test for these competencies.
If you take one thing away from this episode, let it be this: stop relying on luck in your hiring process. Be deliberate. Define what good looks like. Test for it. Score it. And most importantly, be honest about what you really need in your MSP.
For further information on The MSP Growth Bootcamp starting on 1st April - Click HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
For those who aren’t familiar, B Corp is essentially a certification that demonstrates a company’s commitment to social and environmental responsibility. It’s often described as the gold standard for ethical business practices, ensuring that organisations consider the impact of their decisions on employees, customers, suppliers, the community, and the planet. It’s about running a business with integrity and proving that you’re doing the right thing—not just saying you are.
Gildas explained that he’s always been passionate about running a business with strong values, prioritising ethical operations over simply making money. However, the decision to pursue B Corp certification came after a lost sales opportunity. His team had gone through the entire sales process with a target client, only to be told at the final stage that they were choosing another provider—solely because they were B Corp certified. That moment was the catalyst for Gildas to explore what B Corp involved and how it could position Dial A Geek as the kind of IT provider that purpose-driven businesses want to work with.
The process of becoming B Corp certified, however, was no small feat. Gildas likened it to an ISO certification but with a much broader focus—covering sustainability, employee engagement, client relationships, and governance. The certification isn’t just about proving that you operate ethically; it requires a deep dive into your business, documenting every policy, process, and decision that affects people and the planet. Every company is scored based on their impact, and maintaining certification requires continuous effort, including annual impact reports and a full recertification every three years.
One of the biggest surprises for Gildas was the amount of work involved. Initially, he assumed it would be a straightforward project, something his marketing manager, Nina, could handle. But as they progressed, it became clear that B Corp certification touches every part of a business. There were unexpected complexities, like being classified as a retailer due to the volume of laptops they sell, which required additional scrutiny of their supply chain. The lesson here? If you’re considering B Corp certification, you need someone with a process-driven mindset to take the lead, and you must ensure your entire team understands why you’re doing it and what’s expected of them.
The investment in time and money was significant, and I asked Gildas whether it’s actually made his business more profitable. His honest answer? Not immediately. If you’re looking for a quick financial return, B Corp isn’t the way to go. But what it has done is professionalise the business, putting structured governance in place that benefits everything from HR policies to long-term strategy. And, crucially, it’s opened doors to new clients—particularly those who prioritise ethical and sustainable partnerships.
One of the unexpected benefits has been the influence Dial A Geek has had on its own clients. Several businesses they work with have now started their own B Corp journeys after seeing the impact it’s had. This highlights an important point: B Corp certification doesn’t just affect the business that earns it; it creates a ripple effect, inspiring others to step up and improve their own business practices.
There’s also the exclusivity factor. In the UK, there are only a handful of MSPs that hold B Corp certification. This gives Dial A Geek a unique advantage in networking and business development. In a room full of B Corp-certified businesses looking for an IT provider that aligns with their values, Gildas’ company stands out without even having to pitch. As he pointed out, working with businesses that share your ethical stance not only makes business smoother but often allows you to command a premium because those clients are looking for long-term, trusted partnerships—not just the cheapest option.
So, what’s the takeaway from this episode? If you’re an MSP thinking about B Corp certification, start by visiting the B Corp website and reviewing the questions. Understand that it’s a commitment—not just a badge. You’ll need buy-in from your team, a clear leader to drive the process, and a willingness to review and refine your operations. It’s not a quick win, but if values-driven growth is part of your long-term strategy, it could be one of the most rewarding decisions you make.
For further information on The MSP Growth Bootcamp starting on 1st April - Click HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
One of the biggest takeaways from our conversation is that when clients say an MSP is “too expensive,” what they actually mean is that they don’t see the value in the service. This is a massive problem in the industry. MSPs often assume that if tickets are low and complaints are minimal, everything is running smoothly. But in reality, service delivery is about so much more than just fixing issues. It’s about building relationships, setting clear expectations, and continuously improving processes to meet client needs.
Michelle Coombs quickly pointed out that the traditional people, process, and technology model is incomplete. Leadership and customer focus must also be factored in. Without strong leadership, teams can become directionless, and without focusing on the customer, it’s easy to miss opportunities to deliver real value. Service delivery isn’t just about how well a team handles tickets; it’s about how well the entire business aligns to support its clients effectively.
One of the key areas where MSPs often go wrong is overcomplicating processes. Smaller MSPs might have little to no documentation, leading to inconsistencies in how services are delivered. On the other hand, more mature MSPs can end up over-engineering their processes to the point where they create unnecessary bottlenecks. Michelle made a great point that having repeatable and scalable processes is essential, but they should be right-sized for the business. For smaller MSPs, simply recording a process using tools like Scribe or Microsoft Teams can make a huge difference. For larger MSPs, ensuring that processes are followed correctly, without excessive red tape, is the key to efficiency.
A simple but highly effective way to gauge whether an MSPs service delivery is meeting expectations is by actively seeking feedback. Michelle Coombs recommends three straightforward methods: gathering CSAT scores at the end of tickets, asking clients about what’s working and what could be improved during QBRs, and conducting post-project reviews. The last one is often overlooked, but it’s crucial to ensure that implementations and changes have been carried out smoothly and effectively. If an MSP isn’t regularly checking in on service delivery, it’s running blind and risks losing clients without warning.
Another big challenge is that service improvement plans often stall before they’re completed. Michelle highlighted how MSPs typically get 80% of the way through an improvement initiative, only to drop it when a new priority or shiny distraction comes along. The final 20% is often where the real transformation happens, yet so many businesses never get there. Lack of time, resources, and unknown unknowns—things MSPs don’t even realise they should be measuring—are common pitfalls. Having a structured plan and ensuring there’s a clear owner for service improvement within the business can prevent these initiatives from being abandoned.
We also tackled an often-ignored group—low-noise clients, or as Michelle calls them, green flag clients. These are the ones who rarely raise tickets, don’t cause issues, and often get neglected simply because they’re quiet. The danger? These clients can suddenly disappear, and MSPs often don’t see it coming. Michelle advises regular check-ins, even if it’s just a brief call from a helpdesk manager once a month. These check-ins strengthen the relationship and help MSPs spot potential opportunities before the client starts looking elsewhere.
To wrap up, we boiled down the most important actions for MSPs looking to improve service delivery. First, engage with your customers—ask them what’s working and what could be improved. Second, talk to your team—they often have valuable insights into what could make the business more efficient. And third, build relationships—whether it’s high-touch quarterly business reviews or low-touch check-ins for quieter clients, staying connected is vital.
This episode was packed with practical insights and key takeaways for MSPs looking to strengthen their service delivery. If you’re serious about improving your customer relationships and ensuring long-term success, take action on these strategies today.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
One of the biggest challenges we see in the MSP space is that many business owners started their journey as technical experts. They didn’t necessarily set out to run a business – they just knew they were great at what they did and wanted to do it better than the company they worked for. The problem? Running a business requires a completely different skill set to just doing the technical work. At some point, every MSP owner reaches that moment where they realise they can’t do it all themselves. But that realisation often comes with frustration—because even when they bring in a team, things don’t always work as smoothly as they’d hoped.
Julie Hutchison explains that this is often down to mindset. If you’re the business owner, then you need to step into a leadership role. That doesn’t mean simply hiring people and expecting them to figure it out. It means ensuring they know exactly what’s expected of them. It means clearly defining what ‘good’ looks like. It means enabling them to succeed. Because, as Julie rightly points out, people don’t come to work to do a bad job—they come to do their best. But if they’re left guessing, or they don’t know what success looks like, that’s when things start going wrong.
Many MSPs fall into the trap of blaming their team when things aren’t working. But if you haven’t taken the time to set expectations, provide the right guidance, and communicate the vision, then how can you expect your team to perform? One of the key takeaways from this episode is that leadership isn’t about doing everything yourself—it’s about creating an environment where your team can succeed. That means making sure they have the skills, the resources, and the clarity to do their jobs properly. And once that’s in place, you have to trust them to get on with it.
Trust is a massive issue for many MSP owners. When you’re used to doing everything yourself, it can be difficult to let go. Julie Hutchison explains that building trust starts with clear communication. You need to ensure your team knows exactly what’s expected of them and that they have the right tools to get the job done. It’s also about having the right structure in place—regular meetings, clear KPIs, and a well-defined vision that connects everyone’s roles to the bigger picture. Because if your team doesn’t understand why they’re doing what they’re doing, then they’re never going to be as motivated or engaged as you need them to be.
Another important part of stepping into leadership is recognising the different roles you need to play in your business. Julie Hutchison talks about the three key mindsets: the technical expert, the manager, and the entrepreneur. Many MSP owners get stuck in the technical expert role because it’s their comfort zone. They’re great at solving problems and doing the work, but if they don’t consciously step out of that mindset and into the role of manager and entrepreneur, then they’ll never truly scale their business.
To move forward, you need to start consciously shifting between these roles. Sometimes you’ll need to be the technical expert, but you also need to step back and manage the business. And ultimately, if you want to grow, you need to embrace the entrepreneurial mindset—thinking strategically, planning for the future, and ensuring your business is moving in the right direction. Julie shares some great advice on how to develop this habit, including taking time out of your day—even just 10 minutes—to assess where you are and whether you’re focusing on the right things.
We also touch on the importance of having the right people in place. It’s not just about hiring more people—it’s about ensuring they are in the right roles, with the right expectations and the right level of support. If you’re struggling with your team, then it’s time to ask yourself: have I really set them up for success? Or have I just assumed they should know what to do? Julie Hutchison makes it clear that a great leader doesn’t just delegate and hope for the best—they actively enable their team to perform at their highest level.
At the end of the day, if you want to grow your MSP business, you have to leverage your team. You can’t do everything yourself. And if you don’t take the time to develop your leadership skills, set clear expectations, and trust your team, then you’re going to struggle to scale. This episode is packed with insights to help you make that shift, and if you’re ready to take your leadership to the next level.
Check out Julie’s other popular episodes:
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The Art of Having a Difficult Conversation
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The Human Way to Get More Sales
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Why People Don’t Take Action When They Should
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Why You Avoid Talking to Your Team
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How to Deal with Toxic Employees
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How to Sell Without Selling
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We began by addressing a common stigma: why so many MSPs avoid Apple devices despite their undeniable popularity and premium quality. Ben highlighted that while many MSPs are deeply rooted in the Microsoft ecosystem—largely due to its strong channel support and financial incentives—Apple has been quietly making significant inroads into the business world. In fact, as Ben pointed out, companies like IBM and Cisco have embraced Apple devices, with up to 60% of their employees choosing Apple when given the option. This trend is a clear indication that Apple is no longer just for creatives or niche markets; it’s becoming a mainstream choice for professionals across industries.
One of the key takeaways from Ben’s insights is that MSPs need to shift their mindset. Supporting Apple isn’t just about ticking a box; it’s a cultural shift. Apple devices require a different approach, both technically and operationally. Unlike the Windows ecosystem, where tools like Active Directory dominate, Apple relies on solutions like Apple Business Manager and Mobile Device Management (MDM) platforms. Ben emphasised that tools like Addigy, which he represents, are purpose-built for managing Apple devices and can provide MSPs with the support and guidance needed to navigate this shift.
We also discussed the perception that Apple devices are “too expensive.” Ben countered this by sharing compelling data from his experiences and from industry leaders like Fletcher Previn, formerly of IBM. While Apple devices may have a higher upfront cost, their long-term value—including durability, user satisfaction, and reduced downtime—makes them a sound investment. For MSPs, this is an opportunity to educate clients on the total cost of ownership and the enhanced experience Apple can deliver.
Ben also addressed the hesitancy some MSPs feel when considering Apple. He acknowledged that Apple’s lack of engagement with the channel has made it harder for MSPs to feel confident about diving into the Apple ecosystem. However, he sees this as an opportunity rather than a limitation. By committing to building expertise with Apple, MSPs can differentiate themselves in the market, offering a premium service that competitors might shy away from. For those just starting, Ben suggested partnering with Apple-focused providers or leveraging resources like Addigy’s MSP programmes to gain confidence and expertise.
One of the most thought-provoking parts of our conversation was the long-term outlook. Ben painted a vivid picture of a future where Apple devices could become just as prevalent in the workplace as Windows machines. MSPs who take the time to embrace Apple now will be well-positioned to capitalise on this shift, while those who ignore it may find themselves playing catch-up. He also noted that the demand for Apple in business environments is often hidden; many MSPs underestimate the number of Apple devices already in their clients’ ecosystems. A simple inventory check or conversation with clients could reveal untapped opportunities.
Security and compliance were another critical topic. Ben reminded us that ignoring Apple devices isn’t just a missed business opportunity; it’s a potential liability. In today’s world, where security threats don’t discriminate by platform, ensuring all devices in an organisation—Apple included—are properly managed and secured is non-negotiable. Clients expect comprehensive protection, and failing to address Apple devices could lead to reputational and operational risks.
To wrap up, Ben shared his advice for MSPs ready to take the leap into the Apple ecosystem. Start small, build confidence, and don’t be afraid to partner with experts. He also stressed the importance of playing the long game. Building an Apple practice isn’t about making quick gains; it’s about creating a sustainable pipeline of opportunities that will pay dividends in the years to come.
This episode was packed with actionable insights, and Ben Greiner’s expertise on Apple was eye-opening. Whether you’re an MSP owner curious about Apple or someone who’s been hesitant to dive into the ecosystem, this conversation is a must-listen. If you’d like to connect with Ben, he’s active on LinkedIn and ready to share more about how Addigy can help MSPs thrive with Apple.
Connect with Ben Greiner through his LinkedIn by clicking HERE.
You can also visit their website and learn more about Addigy by clicking HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Neil starts by giving us a solid understanding of IASME’s pivotal role as the sole delivery partner of the Cyber Essentials scheme on behalf of the National Cyber Security Centre (NCSC). Working in close partnership with the NCSC and the Department for Science, Innovation, and Technology (DSIT), IASME ensures the consistency and credibility of Cyber Essentials across the UK. Neil explains how this collaborative effort aims to improve awareness, adoption, and implementation of essential cybersecurity measures, particularly for MSPs and their clients.
One of the key points of our discussion is Neil’s emphasis on the necessity of Cyber Essentials. He explains that the scheme is designed to protect businesses against the most common cyber threats, offering a prescriptive approach to cybersecurity. Unlike other standards, Cyber Essentials doesn’t simply recommend best practices—it mandates them. Neil stresses that MSPs, as custodians of their clients’ IT systems, must lead the charge in implementing these essential controls. From patch management to MFA (multi-factor authentication), Cyber Essentials lays out straightforward measures that every organisation, regardless of size, can adopt.
Neil provides context about why some MSPs are still hesitant to embrace Cyber Essentials. He attributes it to a lack of education and regulation within the industry. Despite being targeted by cybercriminals due to the vast number of endpoints they manage, many MSPs either underestimate the risks or delay action until after an incident. Neil calls on MSPs to take proactive steps by embedding Cyber Essentials into their service offerings, not only to secure their clients but also to stand out in an increasingly competitive marketplace.
We also explore the three tiers of accreditation offered by IASME: Cyber Essentials, Cyber Essentials Plus, and the IASME Cyber Advisor certification. Neil elaborates on the differences, highlighting how Cyber Essentials focuses on a self-assessment validated by a trained assessor, while Cyber Essentials Plus involves an external audit of a business’s IT systems. For those looking to further establish credibility, the IASME Cyber Advisor certification is an excellent option. Advisors are trained to provide implementation guidance and help businesses achieve compliance. This certification represents a golden opportunity for MSPs to differentiate themselves and gain the trust of potential clients.
Neil’s passion for education is evident throughout our conversation. He believes Cyber Essentials is not just a sales tool but a vital framework for educating businesses about cybersecurity. Whether it’s a sole trader or a multinational corporation, adopting Cyber Essentials means laying a solid foundation for cybersecurity and safeguarding against the ever-present threat of cyberattacks. He challenges MSPs to embrace their role as educators and advisors, helping clients understand the importance of these controls and encouraging adoption.
In terms of what’s next, Neil shares exciting updates about upcoming changes to Cyber Essentials. Starting in April, IASME will introduce a new set of requirements, codenamed "Willow". These updates will reflect the industry’s shift towards passwordless authentication and more robust vulnerability management. Neil highlights the growing role of passkeys, which offer a safer alternative to traditional passwords. This evolution aims to stay ahead of cyber threats while making compliance more accessible and effective for businesses of all sizes.
As the episode concludes, Neil reinforces the importance of collaboration across the industry to secure the UK against cyber threats. IASME is committed to being approachable and responsive, ensuring MSPs have the support they need to succeed. Whether it’s through their technical guidance team or Neil himself, IASME offers resources to help MSPs navigate the certification process and enhance their cybersecurity offerings.
With Cyber Essentials growing in adoption year after year, the time has never been better to get involved. Whether you’re considering Cyber Essentials certification, Cyber Essentials Plus, or becoming an IASME Cyber Advisor, this conversation with Neil Furminger will inspire you to take the next step.
Feel free to contact Neil Furminger through his email at neilfurminger@iasme.co.uk
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Luis brings a wealth of experience from his time in the trenches as an MSP owner, and now as someone who works closely with MSPs worldwide. His approach challenges traditional thinking, offering a fresh perspective on what it truly means to partner with your clients. This isn’t just about delivering excellent customer service—it’s about creating meaningful, strategic relationships that foster long-term loyalty and, of course, consistent revenue.
One of the standout points from our conversation was Luis's perspective on customer service. He argued that what many MSPs consider exceptional service—fixing issues quickly and meeting SLA commitments—is now merely the baseline. In his words, these are “table stakes”. Instead, the real opportunity lies in evolving beyond the reactive and operational aspects of client management. MSPs should focus on account management processes that align with their clients' business goals, ensuring those relationships are value-driven rather than transactional. This shift not only strengthens partnerships but also secures recurring revenue streams.
Luis shared some actionable tips on how MSPs can achieve this. Firstly, he encouraged us to rethink how we approach clients with established relationships. If your current process is purely tactical—focused on filling the “white space” of products not yet sold—you risk being seen as nothing more than a vendor. To counter this, Luis suggested piloting a more strategic engagement model with a few clients, ensuring you’ve fine-tuned your process before rolling it out broadly. This iterative approach minimises risk, maximises impact, and reinforces trust—key drivers of revenue growth.
Another critical takeaway was the importance of regular communication. Luis stressed that reducing engagement with smaller clients due to perceived stability is a missed opportunity. By increasing touchpoints, even in lighter ways, MSPs stay top-of-mind and maintain strong relationships. These frequent conversations also allow you to unearth operational challenges and future opportunities, making it easier to align your services with your clients’ evolving needs. This continuous alignment is what transforms satisfied clients into long-term partners and consistent revenue contributors.
We also discussed the concept of risk versus security. Many MSPs default to promising clients safety and security through technical measures. While essential, Luis pointed out that these conversations often miss the mark. Instead, shifting the dialogue towards risk management reframes the value proposition. Clients are more engaged when they understand how you’re helping them navigate and mitigate risks specific to their business. By positioning yourself as a strategic advisor in this area, you deepen the relationship and create new opportunities for revenue.
One particularly poignant idea Luis shared was the need to measure client success beyond retention and churn metrics. He emphasised the value of demonstrating ROI by connecting the dots between projects delivered and their tangible business impact. For instance, showing how an MFA implementation reduced failed login attempts to zero doesn’t just highlight your technical competency; it proves the value of your services in a business context. This approach, Luis explained, helps justify costs while strengthening the perception of value, directly influencing revenue retention and growth.
Towards the end of our discussion, Luis brought everything back to the importance of storytelling. Whether it’s demonstrating your value to clients or marketing your services to prospects, telling the story of a single client’s success is far more impactful than citing general trends. By focusing on one relatable example, you resonate more deeply with your audience, making it easier for them to see themselves benefiting from your expertise.
This episode is packed with practical advice for any MSP looking to improve client relationships and optimise revenue. From building strategic account management processes to reshaping the way you measure success, Luis Giraldo provides a wealth of insights that are both actionable and transformative.
If you’re ready to rethink your approach and take your client relationships—and revenue—to the next level, this is the episode for you. And don’t forget, as Luis said, it’s all about testing and refining. Start small, learn, and scale your success.
Connect and continue the conversation with Luis Giraldo through his LinkedIn profile HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kicked things off by addressing the ever-present mystery surrounding the LinkedIn algorithm. Sam’s straightforward advice? Stop blaming the algorithm for poor results. She explained that if your content isn’t resonating or your impressions are dropping, the issue likely lies with the content itself. Whether people are scrolling LinkedIn out of boredom or to sell something, your job is to create compelling, scroll-stopping content that connects with your audience on a human level. Sam emphasised the importance of moving beyond dull, uninspired posts and highlighted the need to produce value-driven, engaging material that appeals to your target market.
One key takeaway from our conversation was LinkedIn’s latest push towards video content. According to Sam, LinkedIn is investing heavily in video with new features like the immersive video feed, similar to TikTok or Instagram Reels. Early adopters of portrait videos with captions will see a significant boost in visibility. For 2025, video should be a priority in your LinkedIn strategy. If you're not yet comfortable on camera, now’s the time to start practising—otherwise, you risk missing out on this trend.
Sam also shared her non-negotiables for LinkedIn success, which are incredibly simple yet effective. First, build your network daily by connecting with your ideal clients. You can send up to 200 connection requests per week, and if you’re not hitting a 50% acceptance rate, it’s time to review your profile and targeting. Second, post consistently—a minimum of three times a week—with a mix of personal stories, educational content, and social proof. Finally, engage with others. Visibility on LinkedIn is a two-way street, and engaging meaningfully with others’ posts can be just as impactful as creating your own content.
A standout segment of the episode was our discussion about moving prospects off LinkedIn and into your ecosystem. Sam explained that LinkedIn should be viewed as a traffic source, not the destination. Building an email list is critical for long-term success, as it gives you ownership of your audience data and allows you to nurture leads outside the platform. Your LinkedIn profile should act as a mini website, offering clear calls-to-action such as downloads, event registrations, or links to free resources. Sam shared how her own downloadable assets—like 44 prospecting tips or 100 content ideas—consistently drive thousands of email signups.
LinkedIn events also came up as a powerful, often underutilised tool. Sam explained how these events can generate highly qualified leads when approached strategically. She recommended not just creating the event but actively inviting your network to it—up to 1,000 invitations per week. Follow up personally with registrants to secure their attendance, and use the event as an opportunity to capture email addresses. For Sam, events aren’t just about providing value on the day—they’re a gateway to building deeper relationships and converting leads into clients.
We also touched on the Social Selling Index (SSI), a score out of 100 that measures your effectiveness on LinkedIn. Sam stressed that achieving a score of 70 or above can significantly increase the visibility of your posts. She encouraged listeners to focus on the four areas that make up the SSI: building your personal brand, connecting with the right people, engaging meaningfully, and fostering trusted relationships.
Ultimately, this episode boiled down to a crucial message: LinkedIn success in 2025 requires a combination of consistent action, strategic content, and proactive engagement. Whether it’s through adopting video content, leveraging events, or building an email list, the platform offers enormous potential if used correctly. Sam’s insights were a timely reminder that hope is not a strategy—success on LinkedIn takes effort, creativity, and a clear plan.
Connect with Sam Rathling and explore the resources you can download on her LinkedIn profile by clicking HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kicked off the episode with a bit of festive banter about Christmas indulgences, proving that even between the mince pies and wine, we’re committed to helping you move your business forward. Stuart, ever the reflective one, shared his highlights of the year, starting with the remarkable growth of the MSP Growth Hub community. With nearly 50 MSPs now on board, the energy, vulnerability, and results in the room have been nothing short of inspiring. It’s a testament to the power of shared ambition and the results that come when business owners start thinking differently about their potential and plans.
2024 has been a year of breakthroughs for many MSPs, and a recurring theme in our conversation was the transformative power of having a clear plan. Stuart and I talked about how, when MSPs stop thinking they’ve hit their ceiling and start stretching their thinking, incredible things happen. Whether it’s through a business growth blueprint session or stepping back to review what’s truly holding them back, the results speak for themselves. As Stuart put it, businesses grow to the size of the thinking of their owners—a powerful reminder to challenge yourself as you enter 2025.
One of the most impactful initiatives from the past year has been the distillation of the Growth Hub’s trainings into simple, actionable frameworks. Stuart highlighted the new account management framework, which links strategic and tactical activities to drive meaningful results. It’s about connecting the dots between numbers, people, and marketing to create a seamless asset in your business. Similarly, the Future Leaders programme, launching in 2025, is set to be a game-changer for MSPs. This initiative will help the next tier of leaders step up, taking on the skills and mindset needed to transition from technician to business leader. It’s all about building the leadership capacity required to scale MSPs beyond the day-to-day.
We also delved into the importance of breaking down challenges into manageable chunks. Stuart’s teaching background—yes, he was once a maths teacher—provides a perfect metaphor. Just like teaching kids to build confidence in maths by mastering small steps, MSPs need to simplify their approach to big challenges. Whether it’s planning, implementing a PSA tool, or tackling sales and marketing, breaking tasks into smaller, achievable goals makes all the difference. We’ve seen this approach unlock massive wins for our clients this year, from those taking their first deliberate steps into leadership to others smashing their revenue targets.
The community itself has been a standout highlight. Stuart shared an anecdote about an MSP leader who used a creative reward—a luxury hotel stay—to motivate a team member. This small gesture transformed not only the individual’s performance but also saved the business the cost of hiring additional staff. It’s a reminder that leadership is about understanding what truly motivates people and tapping into that potential to achieve extraordinary results.
Looking ahead to 2025, Stuart and I are laser-focused on growing the MSP Growth Hub community and amplifying its impact. Together, we’re creating a movement that changes lives, supports businesses, and brings a sense of fun and camaraderie to the MSP world. As Stuart often says, it’s about helping more people, having a bigger impact, and enjoying the journey along the way.
If there’s one takeaway we’d love you to have as you head into the New Year, it’s this: be deliberate. Take the time to reflect on what you’ve been avoiding, what’s truly holding you back, and what steps you can take to move forward. And remember, you don’t have to do it alone. Join a community, find accountability, and surround yourself with people who will challenge and support you.
Thank you for letting us infiltrate your earbuds this year. It’s been an absolute privilege to share these conversations with you, and we’re so excited for what 2025 holds. If you’ve got a success story or want to be a guest on the podcast, get in touch—we’d love to hear from you. Here’s to an incredible year ahead. Let’s make it the best one yet!
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
It’s been a busy year for Stuart and me, and we kick off the episode with some festive banter, steering clear of any Mariah Carey renditions—thankfully! Stuart reflects on how much we’ve achieved and the importance of this reflective time of year. Together, we unpack what made these five episodes so impactful and why they’ve captured the attention of our audience.
Coming in at number five, we discuss Episode 168 with the brilliant Claire Jenks, titled “So You Think You're Busy? How to Get Out of Overwhelm and Get Out of Your Own Way.” This episode tackled time management, productivity, and overcoming imposter syndrome—common themes that MSPs wrestle with daily. Stuart reminds us that time is finite, and how we choose to use it determines our success. He emphasises the power of saying “no” to less important demands to focus on what truly matters. As MSP leaders, finding time to prioritise and plan can transform the way we work, and this episode served as a timely reminder of how to do just that.
At number four, we revisit Episode 184 with Jay McBain, “The Future of Running Your MSP in an AI World.” AI dominated headlines this year, and this episode provided much-needed clarity on its practical application for MSPs. Stuart and I agree that while AI is exciting, the focus should remain on operational efficiency. It’s not about chasing shiny objects but ensuring that existing tools and systems are fully utilised to deliver results. Jay’s message that AI will augment—not replace—good old-fashioned SOPs resonated with many. The key takeaway? Use AI as a supercharger, not a distraction, and lean on your vendors to guide adoption in a meaningful way.
In third place is one of our early Ask Stuart episodes, Episode 143, “How to Get More Out of My Team.” This topic is close to the heart of every MSP owner who understands that their team is often the most significant investment in their business. Stuart reflects on how leadership, accountability, and communication are pivotal to maximising team potential. From the importance of defining your “Pied Piper tune” to creating a culture that aligns with your mission and values, this episode packed in valuable advice for improving team dynamics and achieving better results. It’s no wonder it’s one of the year’s favourites.
At number two, we revisit Episode 147 with Mark Copeman from Wingman, “How to Get the Best Out of the MSP Global Event.” While this episode centred around preparing for events, it struck a deeper chord about the value of connection and learning. Stuart and I discussed the importance of defining success before attending any event, focusing on the right conversations and relationships to achieve meaningful outcomes. For many MSPs, getting out of their day-to-day bubble and engaging with peers and vendors at events is transformative. This episode captured that essence perfectly, and the feedback from listeners was phenomenal.
Finally, at the top spot, we celebrate Episode 144 with Julie Hutchinson, “The Art of Having a Difficult Conversation.” This episode was a runaway success, receiving ten times the downloads of our second-place podcast. Julie’s expertise in guiding leaders through difficult conversations resonated deeply with our audience. Stuart highlights how avoiding difficult discussions only compounds problems, while Julie’s frameworks provide a clear, structured way to address challenges positively. This episode wasn’t just about managing tough topics; it reframed these conversations as opportunities to strengthen teams and drive results. It’s no surprise it captured the hearts of so many listeners.
As Stuart and I reflect on 2024, we’re immensely proud of what we’ve achieved. Helping over 50 MSPs this year has been a highlight, and we’ve streamlined our own processes to deliver even more value to our clients. From enhancing our accountability systems to evolving our maturity score framework, everything we’ve done this year has been driven by one mission: helping MSPs scale to £1 million and beyond while enjoying more time, profit, and freedom.
We’ve also launched the Future Leaders Programme, empowering our clients to take their businesses to the next level. It’s been amazing to witness the confidence and transformation within our community. The energy, the success stories, and the feedback have been nothing short of inspiring.
As we sign off, Stuart and I want to thank you, our incredible listeners, for your support this year. Whether you’ve tuned in for tips, strategies, or just a bit of inspiration, we’re grateful to have you on this journey. 2025 is set to be even bigger and better, and we can’t wait to share what’s coming next. For now, have a very Merry Christmas, enjoy the time with your families, and we’ll see you in the New Year, ready to hit the ground running. Cheers!
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Julie Hutchison kicks off by addressing what many of us know as "imposter syndrome," though she’s quick to debunk the term. It’s not a syndrome, she explains; you’re not broken. Instead, it’s a very human response that stems from our brain’s primitive mechanisms for survival. Drawing on the analogy of a caveman running from a lion, Julie highlights how our amygdala – a small but powerful part of our brain – is constantly scanning for threats. While this helped keep our ancestors alive, today it manifests in ways that can hold us back, like procrastination, perfectionism, or a fear of failure.
Julie Hutchison explains that imposter syndrome tends to rear its head in situations where the challenge is high, and the support is low. This dynamic creates a fertile ground for self-doubt, fear, and inaction. Whether it’s a business owner hesitating to approach a big client, or someone avoiding a difficult team conversation, the root cause is often the same: the brain perceives these situations as threats, triggering a fight, flight, or freeze response. Julie encourages listeners to normalise these feelings. After all, over 70% of people report experiencing imposter syndrome at some point. Acknowledging that this is a universal human experience can be a huge relief and a powerful first step towards overcoming it.
A key takeaway from this episode is the importance of support. Julie Hutchison emphasises that when faced with high challenges, increasing your support levels can make a world of difference. This could mean reaching out to peers, joining a community, or even just having an honest conversation with a trusted mentor. Normalising these challenges within a supportive environment helps to calm the nervous system, shifting us out of panic mode and into a space where we can think and act more clearly. In fact, Julie points out that simply talking about our fears can reduce their intensity and make them feel more manageable.
One standout moment in the episode is Julie Hutchison’s advice on calming our biology. When we’re stuck in inaction, it’s often because our bodies are in a heightened state of stress. Julie suggests simple techniques like shaking out your energy, taking a deep breath, or even having a laugh with others to bring your nervous system back to a place of calm. From there, you’re in a much better position to tackle the challenge at hand.
We also touch on how limiting beliefs, often formed during childhood, can contribute to feelings of inadequacy or self-doubt. Whether it’s something a teacher, parent, or peer once said, these beliefs can lodge in our subconscious and shape the way we view ourselves and our capabilities. Julie encourages listeners to challenge these outdated beliefs and replace them with a more objective, empowered perspective. The goal isn’t to ignore the challenge but to balance it with the right level of support and self-awareness.
One of the most inspiring parts of this episode is when we discuss the power of peer groups. I share a story from a recent MSP Growth Hub meeting, where one business owner openly admitted feeling out of control. What followed was a roomful of peers offering support, sharing their own experiences, and ultimately normalising what could have felt like a solitary struggle. Julie Hutchison highlights how valuable these communities can be, providing not only practical guidance but also the emotional reassurance that you’re not alone.
For those who might be tackling challenges solo, Julie suggests starting by increasing your own support structures. Whether that’s tapping into resources like AI tools (yes, even ChatGPT!), joining a network of like-minded professionals, or seeking advice from a coach, the key is to avoid isolating yourself. High challenges don’t have to be faced with low support.
To wrap up, Julie Hutchison leaves us with an important reminder: you are not alone and feeling stuck or unsure is not a sign of failure. It’s a sign of being human. By acknowledging your feelings, seeking support, and taking small steps forward, you can start to overcome the barriers that hold you back. As always, the MSP Growth Hub is here to help you through these challenges, with resources, coaching, and a supportive community ready to assist.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Mark Lambert shared practical insights into why selling the tech alone won’t cut it in today’s market. Instead, he stresses the importance of focusing on outcomes that matter to your prospects, such as improving productivity, enhancing security, and solving tangible business challenges. As Mark explains, clients don’t care whether you’re using Office 365 or the latest security stack; they care about how you’ll help their business thrive. This shift from a tech-focused to a problem-solving mindset is critical for any MSP aiming to scale sustainably.
We also discussed the right time for MSPs to invest in a dedicated sales function. For businesses under £1 million, Mark emphasised leveraging low-hanging fruit within existing accounts by deepening relationships and improving client retention. However, once an MSP is on the path to £5 million, building a dedicated sales strategy becomes a priority. This includes hiring the right salespeople, integrating them into the business culture, and aligning them with your values and goals. Mark highlighted the dangers of hiring a salesperson too early or without the proper alignment, which can lead to short-sighted sales tactics that undermine long-term client relationships.
One of the key takeaways from Mark Lambert’s approach is the concept of consultative selling, which he believes should permeate the entire MSP—not just the sales team. Consultative selling is about deeply understanding your prospects and clients, their challenges, and their goals. Mark stressed that this isn’t the job of one person; it’s a company-wide mindset. Whether it’s your service desk collecting insights from clients, your marketing team creating educational content, or your leadership team championing values, everyone plays a role in creating a culture of trust and value-driven relationships.
Mark and I explored the challenges of navigating cold outreach in a world where traditional methods like direct LinkedIn messages often fall flat. Instead, Mark advocates for a more tailored and personal approach. By leading with value—perhaps highlighting a productivity gap or a security concern specific to the prospect’s business—you can initiate meaningful conversations without resorting to salesy tactics. Mark shared that while cold outreach still has its place, it’s most effective when backed by thoughtful preparation and a clear understanding of the client’s needs.
Another golden nugget from this conversation was the importance of discovery in the sales process. Mark stressed that a thorough discovery process helps uncover the true pain points of a business and builds trust along the way. He shared how asking the right questions—and going deeper when needed—can identify not only the problems but also the urgency behind them. This positions you as a trusted advisor rather than just another salesperson. Mark’s advice: don’t be afraid to ask questions and listen actively to uncover the core challenges holding businesses back.
One of the most memorable moments of the episode was Mark Lambert’s reminder to always create urgency without applying pressure. It’s about helping prospects see the value and importance of solving their challenges sooner rather than later. By presenting yourself as a problem-solver, you’ll naturally guide the conversation to a point where prospects ask, “Is this something you can help me with?”—a clear invitation to close the deal.
Mark’s practical tips and insights were incredibly valuable, and his perspective on embedding a consultative selling approach across the whole MSP is a game-changer. If you’re serious about scaling your MSP, this episode is packed with actionable advice to help you move forward.
Before you go, don’t forget to check out another related episode, EP174 - Ask Stuart #12 - Why You Don’t Need a Salesperson Now… Or Ever with Ian Luckett & Stuart Warwick. It’s a brilliant companion piece to today’s conversation, exploring how MSPs can maximise their sales efforts even without a dedicated salesperson in the early stages.
To continue the conversation with Mark Lambert or chat with him on how to get started closing deals by solving problems, book a slot directly on his calendar by clicking HERE.
You can also connect with Mark Lambert on LinkedIn, simply click HERE. Or you can also check out his website HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
One of the key takeaways from this conversation is understanding why MSPs find content creation so difficult in the first place. Nigel pointed out that many MSP owners are simply stretched too thin. Whether they’re managing cybersecurity threats, fielding client calls, or running the day-to-day operations of their business, creating content often falls to the bottom of the priority list. Add to that the natural tendency for MSP owners—many of whom identify as introverted “techies”—to shy away from putting themselves out there, and it’s no wonder content creation can feel like an insurmountable task. Nigel empathised deeply, drawing on his own experience as a former MSP owner, but he also stressed that getting started is more achievable than it seems.
So, how do MSPs overcome these hurdles and start producing content that truly makes an impact? Nigel suggests starting simple. He advises listening to your help desk and turning the common questions your clients ask into marketing assets. This is a practical, easy-to-implement approach inspired by Marcus Sheridan’s book, They Ask, You Answer. For example, if a client frequently inquires about password security, why not create a quick video or a short guide to address that issue? Not only does this save time by providing a reusable resource, but it also positions you as a helpful authority in your clients' eyes.
Nigel and I also explored the formats of content that are working particularly well for MSPs right now. While long-form pieces like white papers may still have their place, the reality is that most audiences have shorter attention spans these days. Short, engaging videos are proving to be highly effective, as are simple guides, checklists, and infographics. Nigel highlighted cybersecurity guides and onboarding checklists as examples of content that resonate strongly with prospects. These pieces don’t have to be elaborate; a well-designed 5- to 8-page document or a quick video filmed on your phone can do the trick. The key is providing value and addressing real pain points your audience faces.
Another gem Nigel shared is the power of personalisation. Tailoring your content to specific niches or verticals can make it far more effective. Whether you’re working with architects, legal firms, or small businesses, speaking directly to their unique challenges will make your message stand out. For example, an email campaign targeting architects might highlight how to streamline project management through IT solutions, whereas content for legal firms might focus on cybersecurity and client confidentiality. By addressing the specific needs of your audience, you create a sense of connection and trust, which can be pivotal in converting prospects into clients.
We also discussed the importance of consistency. Nigel acknowledged that for busy MSP owners, maintaining a regular flow of content can feel impossible. His solution? Delegate. Hiring a part-time marketing intern or leveraging content platforms like the Tech Tribe can take the pressure off your shoulders. The Tech Tribe, in particular, offers MSP-specific resources such as social media posts, blogs, and newsletters that you can customise and deploy quickly. Nigel emphasised the importance of getting from “zero to one”—just starting with one consistent piece of content, whether that’s a weekly blog, a LinkedIn post, or a video, and building from there.
One of my favourite insights from this conversation was Nigel’s perspective on educating prospects during the sales process. He encourages MSPs to create tools like buyer’s guides that help prospects understand what good and bad IT service looks like. These educational assets not only build trust but also position you as an authority in your field. By guiding prospects through their decision-making process without the hard sell, you differentiate yourself from competitors and create lasting impressions.
Ultimately, creating scroll-stopping content isn’t about reinventing the wheel. It’s about listening to your clients, addressing their pain points, and consistently showing up with value-driven messages. Whether you leverage videos, guides, or curated resources like those offered by the Tech Tribe, the key is to start small, tailor your approach, and stay consistent.
Nigel’s wisdom and practical advice are a testament to his deep understanding of the MSP space and his commitment to helping businesses succeed. If you’re struggling to create content or looking for ways to make your marketing efforts more effective, this episode is packed with actionable tips to get you moving in the right direction. And if you haven’t yet checked out the Tech Tribe, Nigel’s community is an incredible resource for MSPs looking to scale their businesses with confidence.
For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Teresa Heath-Wareing introduces us to a crucial understanding of how self-sabotage works, explaining that many of us fall into patterns that keep us comfortable but ultimately hinder our growth. Self-sabotaging behaviours often stem from a place of fear—whether it's fear of failure, fear of judgment, or even fear of success. When we’re stepping into new or uncomfortable situations, our brain can see these as potential threats, activating a “protection mode” that drives us back to our comfort zones. Teresa highlights that self-sabotage isn’t about laziness or lack of ambition; rather, it’s our mind trying to keep us safe. Yet, as she reminds us, that “safe” place can end up stalling our growth and keeping us from the breakthroughs we’re capable of achieving.
One of Teresa’s key insights is the importance of consistency and authenticity in breaking self-sabotaging habits. She speaks to the value of building a visible, authentic presence online—not just for marketing but as a powerful way to establish trust and connection with clients and prospects. Teresa believes that when MSP owners are authentic and consistent in their online presence, they build a network of trust that lays the groundwork for stronger, long-lasting business relationships. This trust allows clients and prospects to get to know you before they’ve even spoken with you, something that is increasingly important as research shows that most of the buying decision is made before a client even contacts you.
During our conversation, we touched on how self-sabotaging can be particularly sneaky for MSPs, who often prioritise solving technical issues over working on the strategic growth of their business. Teresa explains that this can lead to avoidance of challenging, but necessary, steps like sales and marketing, often because these tasks push us outside our comfort zone. She shares a critical tip: look for patterns. Self-sabotage can manifest as procrastination, indecision, or distractions, and recognising these patterns is the first step to breaking free from them. Teresa recommends slowing down and questioning why we might be resisting certain tasks or decisions. Are we avoiding an uncomfortable feeling or fear of failure? By reflecting on this, we can start identifying the root of our self-sabotage.
Teresa also emphasises the need for incremental changes—what she calls “1% shifts”—to overcome self-sabotaging tendencies. Rather than attempting drastic transformations, Teresa suggests that small, manageable changes can build confidence and create sustainable progress over time. This incremental approach helps build integrity with ourselves, proving that you can follow through on your commitments. These “1% shifts” allow you to step outside your comfort zone slowly, creating new neural pathways that make it easier to tackle bigger challenges in the future. For example, if an MSP owner is hesitant to start marketing themselves online, they could start by making one small post per week. Over time, these small efforts add up, gradually building confidence and consistency.
One of the standout lessons from Teresa is the importance of understanding the ego’s role in self-sabotage. Ego can prevent us from asking for help, acknowledging when we’re stuck, or admitting that we don’t have all the answers. Teresa shares that many business owners may avoid seeking help or taking advice because their ego convinces them that they have everything under control, even when they could benefit from guidance. She encourages MSP owners to step away from this mindset, embrace vulnerability, and take advantage of the collaborative and supportive nature of the MSP community, which thrives on shared knowledge and experiences.
The practical framework that Teresa Heath-Wareing shares in this episode provides MSP owners with tools to identify and address self-sabotaging behaviours. From recognising patterns to making 1% shifts, Teresa’s approach is about building self-awareness, resilience, and consistency. She encourages listeners to approach self-sabotage with empathy, reminding us that our brains are simply trying to protect us. With greater awareness, MSP owners can harness their potential by setting aside self-limiting beliefs and making intentional choices that lead to growth.
Whether you’re trying to improve your marketing consistency, make strategic decisions, or take your business to the next level, Teresa’s insights on self-sabotaging behaviours offer a clear, actionable path. This episode is packed with Teresa Heath-Wareing’s expert advice on the psychology behind self-sabotage, and it will resonate with anyone looking to break through their mental barriers to achieve greater success.
To access Teresa’s FREE training and workbook, simply click HERE.
You can reach out to Teresa Heath-Wareing through her LinkedIn profile HERE Check out the Teresa’s podcast HERE, or her website HERE.
For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kicked off with a straightforward explanation of what the dark web actually is. Tony clarified the distinctions between the open web (the visible internet we all use daily), the deep web (pages that aren’t indexed by search engines and require authentication, like online banking portals), and the dark web. The dark web is a hidden section of the internet that’s intentionally obscured and often requires specific software, like Tor, to access. While it’s not exclusively for criminal activity, the dark web is a hub for illegal activities, data trading, and stolen information—everything from personal credentials to corporate data can be bought and sold there.
Tony shared why MSPs should be particularly concerned about dark web monitoring. He emphasised that most MSP clients don’t realise just how vulnerable their data is or how easily it can end up on the dark web after a breach. He recounted how MSP Dark Web was born out of frustration with other vendors and security tools, which weren’t doing enough to protect his clients. Now, his platform allows MSPs to monitor their customers’ domains and personal emails to detect stolen credentials and alert clients before damage is done. With Tony’s dark web monitoring service, MSPs can see if sensitive client information is being circulated on the dark web and act quickly to advise their clients on securing or updating their credentials.
One of the core themes we discussed was how to present this information to clients. For many business owners, technical jargon about dark web monitoring or data breaches goes over their heads. Tony shared that MSP Dark Web provides a comprehensive marketing toolkit for MSPs, which includes email templates, leaflets, and other resources to help MSPs communicate the importance of dark web monitoring in a simple, understandable way. This helps MSPs position dark web monitoring as a proactive, essential service that can protect businesses from potential cyber threats.
During our chat, Tony highlighted a sobering statistic: his database contains 149 billion emails and 88 billion passwords from data breaches worldwide, and this number grows every day as new breaches occur. His platform also tracks “session cookie data”—which can allow attackers to access accounts even if two-factor authentication (2FA) is enabled. This was a real eye-opener, and Tony advised listeners to avoid the “remember me” option on websites and to regularly clear their browser’s cache and cookies. These steps may seem small, but they can make a big difference in protecting your information from dark web exposure.
Another crucial point Tony shared is the importance of educating clients about the risks associated with reusing passwords. If a password is stolen from one site and a client uses that same password elsewhere, cybercriminals can potentially access multiple accounts. Dark web monitoring allows MSPs to detect compromised credentials in time for clients to change their passwords, rendering the stolen data useless.
We also delved into the misconceptions around cybersecurity stacks, particularly the tendency of MSPs to “stack fiddle,” as Paul Green has called it. This occurs when MSPs add endless layers of security tools without a cohesive strategy. Dark web monitoring doesn’t necessarily overlap with other cybersecurity measures in an MSPs stack; it complements them by focusing on external threats. Rather than just looking at data within a business, dark web monitoring looks outward, alerting MSPs to information that might have been exposed in breaches they wouldn’t otherwise be able to track.
Towards the end of the episode, Tony emphasised the growing importance of dark web monitoring for everyone—not just those with large bank accounts. Cybercriminals don’t just target wealthy individuals; anyone can become a victim. For instance, attackers can exploit simple pieces of personal information, like a preference for dogs over cats, to manipulate victims. This was a stark reminder that every MSP should consider dark web monitoring as an essential part of their security offering.
In summary, Tony Capewell made a compelling case for why dark web monitoring is a must-have service for MSPs. It’s not just about selling a new tool; it’s about proactively protecting clients and building trust. With resources like MSP Dark Web, MSPs can offer their clients peace of mind by ensuring that if their data does appear on the dark web, they’re immediately informed and can take action to secure their information. If you’re an MSP looking to strengthen your cybersecurity stack and communicate its value to clients, dark web monitoring could be the solution you need.
Connect with Tony Capewell through their website by clicking HERE
For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Our conversation opens with Josh explaining why so many MSPs find recruitment such a challenging task. He points out that MSPs often carry a reputation for intense, fast-paced environments that might deter potential candidates who are looking for a better work-life balance. This, coupled with the industry's persistent skills shortage, makes recruitment even more complex for MSPs. Josh goes on to share insights on what MSPs can do to tackle these obstacles head-on, starting with how they present themselves to potential recruits. He notes that recruitment in many ways mirrors marketing, as it requires MSPs to sell not only the role but also their culture and work environment. An effective job advert, according to Josh, is not merely a list of required skills; it’s an opportunity to communicate the unique qualities of your MSP and why it’s a great place to work. This simple but often overlooked detail can make all the difference in attracting the right candidates, especially if you can convey the potential for career progression and the supportive, dynamic atmosphere within your MSP.
A significant part of the discussion centres around the value of using free advertising options effectively. Job boards like Indeed and Glassdoor can be valuable resources, but Josh cautions against simply copying and pasting job descriptions without thought. He advises MSPs to craft engaging, well-written adverts that highlight what’s appealing about working for their business, from the types of clients they work with to the opportunities for professional growth within the MSP. To avoid being swamped by unqualified applicants, Josh suggests using screening questions on job boards that encourage candidates to provide more than a yes-or-no response, allowing you to quickly gauge their enthusiasm and suitability for the role.
We also explore the benefits of using your website and social media as free recruitment tools. Josh points out that MSPs often overlook the value of advertising open roles directly on their website, which not only attracts candidates but also demonstrates to clients that the MSP is growing and investing in its future. Additionally, Josh emphasises the importance of using social media platforms like LinkedIn to showcase your MSP’s culture. Posting about company events, employee achievements, and team-building activities provides potential candidates with a glimpse into life at your MSP and can be a powerful way to attract people who align with your company values. LinkedIn, originally created as a recruitment platform, remains a crucial space for MSPs to build their brand and engage with potential recruits.
Once candidates start applying, having a structured interview process becomes essential. Josh and I agree that a structured interview ensures consistency and makes it easier to assess candidates against the skills and qualities you need. Josh advises having a well-defined process that includes a mix of technical and aptitude-based questions to help you understand the candidate’s diagnostic skills and approach to problem-solving, which are crucial for roles in MSPs. Another helpful tip is to ask candidates about their proudest achievements and challenges they’ve faced, as this can reveal how they may perform under the demands of an MSP environment. As Josh explains, the goal is not to trip candidates up but rather to understand their strengths and gauge whether they’d thrive in the role.
As we discuss interview techniques, we touch on the importance of selling your MSP to the candidate during the interview. In today’s competitive market, candidates are evaluating potential employers just as much as they are being evaluated themselves. By sharing your MSP’s vision, the benefits of working with your team, and how you support employee growth, you leave candidates with a positive impression and a better sense of what your MSP can offer them in the long run. This episode provides several steps that MSPs can implement to improve their recruitment process without incurring additional costs. From leveraging social media to carefully structuring interviews, these strategies not only help MSPs recruit more effectively but also enhance the overall perception of their brand.
Now that you know how to recruit for free, listen on to Episode 164, You’ve Found the Right Candidate… Now What? with Meg Fenney, where we dive into onboarding strategies and how to nurture your new hires once they’ve joined your team. This episode complements today’s discussion by helping you make the most out of the talented individuals you bring into your MSP.
You can reach out to Josh Wood through his LinkedIn profile HERE or you can also email him at josh.wood@beaumont-it.co.uk Check out Beaumont IT through their website HERE.
For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Gabriel Herman explained that neurodiversity encompasses various conditions, including autism, ADHD, dyslexia, and dyscalculia, each with its unique challenges and strengths. He emphasised that autism itself presents a particularly unique challenge, as many autistic individuals may struggle to articulate their needs due to the very nature of their condition. As a result, identifying reasonable adjustments in the workplace can be difficult, making it crucial for employers to proactively develop an autism-friendly culture. Gabriel pointed out that autistic people often possess exceptional skills in specific areas, making them valuable assets when they are placed in the right roles. He encouraged employers to focus on these strengths and provide the necessary support to help autistic employees thrive.
A key takeaway from our discussion was that reasonable adjustments in the workplace are often simple but highly effective. Gabriel highlighted examples such as offering job interview questions in advance, allowing noise-cancelling headphones, and considering the impact of lighting and sensory environments on employees. He also mentioned the importance of flexibility around social interactions, like onboarding events or team activities, which can sometimes be overwhelming for neurodiverse individuals. The broader message here is that what works for autistic employees often improves the workplace for everyone, whether through clearer communication, more structured processes, or enhanced accessibility.
Gabriel Herman shared some stories that illustrate the everyday challenges autistic individuals face, especially when navigating job interviews. From the unpredictability of public transport to the anxiety-inducing dynamics of an unfamiliar office environment, his stories underscored the importance of empathy and understanding from employers. Gabriel emphasised that creating a truly inclusive workplace starts by openly communicating that the organisation is autism friendly. He shared an example of a top accountancy firm that had a well-designed recruitment process but failed to advertise that they were autism friendly. Gabriel stressed that simply stating this commitment can make a world of difference in encouraging autistic individuals to apply.
We also explored the broader cultural implications of neurodiversity in the IT sector. Gabriel pointed out that the IT channel often attracts individuals with neurodiverse traits due to the sector’s technical and detail-oriented nature. While this can be a strength, he noted that MSPs must remain aware of the potential challenges that come with managing a neurodiverse workforce. Leadership self-awareness is critical here—managers need to be able to identify potential signs of autism and other neurodiverse conditions in their teams, even if employees have not disclosed a diagnosis. Gabriel made an excellent point: many autistic individuals may not know they are autistic or may be unable to secure a formal diagnosis. This means that a culture of openness and proactive support is essential.
Throughout our conversation, Gabriel Herman offered valuable advice for MSP leaders on fostering a more inclusive culture. He suggested starting with an autism awareness event to kickstart the conversation within the organisation. This approach ensures that everyone is educated on the topic, making it easier to implement practical changes. Gabriel also emphasised that being open about the company’s autism-friendly practices should extend beyond employees to clients, as many of them may also have neurodiverse needs or family members with neurodiverse conditions.
In closing, Gabriel Herman urged MSPs to see neurodiversity not as a challenge to be managed but as an opportunity to innovate and enhance business performance. He firmly believes that third-way thinking—derived from integrating diverse perspectives—can be a significant driver of creativity and growth. As we wrapped up, Gabriel reminded us that the ultimate goal is for every individual, neurodiverse or not, to bring their authentic selves to work. He left us with a mic-drop moment: "It’s not just about hiring the right person for the role; it’s about creating a role where that person’s unique strengths can shine."
Contact Gabriel Herman by emailing him at gabriel@aspierations.org or learn more about Aspierations through their website by clicking HERE. For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Many MSPs I speak to know something isn't quite right in their business, but they don't always know where to start when it comes to fixing it. It can feel overwhelming trying to juggle all the different moving parts – managing a team, focusing on technical work, and attempting to drive sales and marketing efforts all at once. In this episode, I break down the proven MSP Scale System we use at the MSP Growth Hub to help you get unstuck, refocus, and ultimately achieve the MSP success you're aiming for.
The first key step is all about building a growth plan. This might sound basic, but you’d be surprised how many MSPs struggle without a clear, documented plan. Understanding your numbers, your vision, and your business’s maturity is crucial to making informed decisions. A strong growth plan keeps you on track, even after disruptions like holidays or major projects. It helps ensure you're not constantly pulled in different directions by your team or shiny distractions, but instead, you're working towards a clear goal.
Once you have your growth plan, it’s time to share it with your team. This is about bringing the plan to life. It’s not enough to have it in your head – you need to communicate it clearly to everyone involved in your business. Engaging your team in your vision and getting them excited about the journey is critical to your success. A motivated, aligned team can drive your business forward, while a disconnected one will hold you back.
Knowing your numbers is the next step. When I say "knowing your numbers," I’m not just talking about what’s in your bank account. I mean understanding profitability on a granular level – from each client to the efficiency of your systems. Many MSPs miss out on profitability simply because they don’t fully understand their financials. Understanding where your business is leaking money, where you can be more efficient, and where you can invest will set you up for MSP success.
Next up is optimising account management. So often, MSP owners think they need more sales leads, but in reality, their existing clients could offer significant untapped revenue. By nurturing your relationships, becoming a trusted technology partner, and understanding your clients' needs, you can uncover opportunities within your current client base. Picking this low-hanging fruit can provide substantial growth without the need for new leads.
Building a dream team is another critical factor in scaling your MSP. You can’t do everything yourself, and a solid team structure is essential. Too many MSPs operate in a flat structure where the owner is constantly interrupted by staff looking for answers. Developing leadership within your team and giving people clear roles will help you gain the headspace you need to focus on high-value, strategic tasks that will drive MSP success.
Operational excellence is another key step. If your processes aren’t streamlined and connected, you’ll struggle to scale. It’s easy to get caught up buying new tools, but without strong processes in place, those tools won’t help much. Focus on connecting your processes, reducing bottlenecks, and making sure your operations run like a well-oiled machine.
Improving team performance follows. Once you've built your dream team, keeping them engaged and accountable is vital. Ensure they have clear targets, understand their purpose, and are aligned with your company values. This step is about motivating your team to not just meet expectations but exceed them, helping your MSP grow and succeed.
Next, you need to focus on creating magnetic marketing. Without strong marketing, your MSP risks becoming just another faceless provider in a race to the bottom on price. Consistent, value-driven marketing will set you apart from the competition and bring in the right clients. You don't need to do it all at once – start small and be consistent.
Finally, eliminate friction in your sales process. If your marketing has done its job and educated potential clients, closing deals should be simple. By streamlining your sales process, ensuring potential clients understand your value proposition, and maintaining consistency in your messaging, you’ll find that scaling your MSP is much smoother.
These 9 steps are the foundation for achieving MSP success. Whether you're building your first million-pound business or looking to scale to £5 million, following this system will help you grow faster and more sustainably. If you're ready to take action, reach out or start by working through these steps on your own – either way, you're well on your way to MSP success. For full details of our Business Blueprint Workshop on Tuesday 3rd December - Click HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Now, I know what you’re thinking—"We’ve talked about building teams before, haven’t we?" And you’re right, but Stuart is bringing a fresh take today, one that’s not just about the usual metrics and leadership strategies. Instead, we’re focusing on how to do it while you’re on holiday. Stuart walks us through the process that one of our clients, Andy, went through, building a high-performing team that allowed him to take a full three-week break—without being disturbed once. That’s the dream for many MSP owners, and Stuart is here to break down how Andy made it a reality.
One of the key points Stuart makes in this episode is the importance of building an Owner Not Needed (ONN) business. The idea is simple but powerful—replace "Owner" with your name: Ian Not Needed, Stuart Not Needed, Andy Not Needed. It’s about building a business where you can step away and it not just survive, but thrive. Most MSP owners started on the technical side of things, and because of that, many struggle to let go. There’s an ego element to it—"If I’m not involved, will they do it right?"—and that can make it hard to trust your team to handle things on their own.
But Stuart emphasises that part of creating a high-performing team is getting out of your own way. One of the most counterintuitive but effective strategies he mentions is this: go on holiday. The more you step back, the more space you create for your team to step up. Andy’s journey started with nervousness, but over time, he began to see that his team not only managed in his absence but also proactively moved the business forward. By giving his team the freedom to own their roles, they were able to take on internal projects, improve processes, and keep the business running smoothly—all while Andy enjoyed his time off.
Stuart also talks about the importance of testing this trust incrementally. He suggests starting with smaller periods away from the business, like a week’s holiday, and gradually increasing the time as you and your team gain confidence. It’s about trying something new, and trusting the people you’ve hired. And if something doesn’t go right during your absence, that’s valuable feedback—an opportunity to reassess whether you’ve got the right people in the right roles.
Another crucial aspect Stuart touches on is measurement. He shares an example from Andy’s business where they set a KPI around recording ticket time. Previously, the team struggled to record more than four hours of billable work a day, but by setting a clear target, they were able to regularly hit between five and six hours, leading to a significant impact on the bottom line. By setting these kinds of benchmarks and communicating them clearly with your team, you not only help them understand what success looks like but also keep the business on track while you’re away.
Stuart highlights the importance of involving the team in the journey. It’s not enough to hand over responsibility without context. Engaging your team in conversations about the future of your MSP, listening to their ideas, and incorporating their feedback into the overall plan makes them feel valued and therefore invested. This level of involvement leads to greater ownership, and in Andy’s case, it resulted in a team that could run the business seamlessly, allowing him to take those coveted weeks off.
So, if you’re an MSP owner who’s been hesitant to step back, take a page from Andy’s book. Trust your team, set clear expectations, and give them the space to prove that they can handle things without you. With the right people and processes in place, you’ll be able to enjoy the freedom that comes with an Owner Not Needed business.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
To help guide us through this minefield, I’m joined by PSA expert Chris Timm, who returns to share his invaluable insights on when and how to make this big change. If you’ve ever thought about switching your PSA, or are just wondering if your current tool is still the right fit, this episode is packed with practical advice and real-world examples to help you avoid common pitfalls.
Chris Timm begins by highlighting a phenomenon many of us are familiar with: shiny ball syndrome, or as he calls it, the “magpie effect.” It’s all too easy to get distracted by the latest tools and products hitting the market, but as Chris points out, not all decisions to switch your PSA are based on sound reasoning. The question you really need to ask yourself is: is this tool helping my business achieve its goals, or am I simply following the crowd?
A crucial point made by Chris is that many MSPs aren’t fully utilising the capabilities of their existing PSA. Often, MSPs buy a PSA for basic functions like ticketing, but fail to explore other features like billing, project management, or customer profitability tracking. Chris stresses the importance of self-auditing your PSA to determine whether it’s genuinely failing to meet your needs, or if you’re simply not using it to its full potential. If your current PSA can do what you need, but you haven’t tapped into those functions, it might be worth sticking with it rather than jumping ship.
However, there are legitimate reasons for changing your PSA, and Chris outlines a few key ones. Perhaps your vendor is overcharging or tying you into long-term contracts with little innovation. Maybe your business has grown, and your current tool isn’t scaling with you. When these factors come into play, it’s time to seriously consider moving to a new PSA that can better support your business.
Once the decision to change your PSA has been made, the next challenge is managing the transition. Chris and I discuss the complexity of switching PSAs, comparing it to open-heart surgery for an MSP. There are several factors to consider: how much data you need to transfer, how long the transition will take, and how to train your team on the new system. Chris advises against trying to do it all yourself and strongly recommends working with a consultant or your PSA vendor to ensure a smooth and efficient migration.
One key takeaway from this episode is the importance of proper planning and resource allocation when changing your PSA. Chris emphasises that the process will require a significant time investment, especially for your technical lead. A common mistake MSPs make is underestimating how much time and effort the transition will take, which can stretch the process from months to a year or more. A dedicated team member needs to be assigned to oversee the implementation and ensure the PSA is set up correctly from the start.
But as Chris and I both agree, despite the challenges, getting your PSA right can be transformational for your MSP. The right tool can save you countless hours, automate manual tasks, and streamline your operations. From billing to project management, a well-implemented PSA can make your business more efficient, reduce costs, and ultimately improve your bottom line. For your technical team, the right PSA can simplify workflows and make their jobs easier, giving them more time to focus on strategic work that helps grow the business.
If you’re considering switching your PSA, Chris Timm’s top three tips are clear: make sure you’re moving for the right reasons, fully understand what your current PSA can do before deciding to change, and always work with someone experienced to help guide you through the process.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
One of the biggest traps I see MSP owners fall into is waiting until the end of the year to think about what they want to achieve next year. Why wait until December or January to make plans for growth? If you want to grow your MSP, the planning needs to start right now, while there’s still time left in the year to make an impact. Don’t fall into the trap of doing the same thing every week and expecting different results. It's time to make a change.
I’ve spoken to countless MSP owners who’ve been running their businesses for over a decade and yet are still stuck in the same cycle. Many are fed up, struggling to hit that elusive seven-figure turnover and unsure of how to break through to the next level. If this sounds familiar, this episode is for you. Growing your MSP requires focus, dedication, and—crucially—a proper plan.
First things first, you need to take personal responsibility for your time. If you’re serious about growing your MSP, you need to carve out time to think. As a business owner, thinking time is some of the most valuable time you can spend. Book a meeting with yourself, create an agenda, and work out what success looks like for you. Be clear on your objectives and treat it like the important business it is. It’s all about setting aside time to think strategically, which is something many MSP owners' neglect.
Next, avoid getting stuck in an echo chamber. It’s easy to keep going over the same thoughts and ideas with the same people and expect new outcomes, but that rarely works. You need fresh perspectives. Get a coach, join a peer group, or find someone who can hold you accountable. At The Growth Hub, we’ve seen first-hand how important accountability is for MSP owners who want to grow their businesses. Having someone who can challenge your thinking and keep you on track is vital if you want to grow your MSP in 2025.
The third step is to clarify where you want to end up. If you’re not sure what a successful 2025 looks like for you, think about what you don’t want to repeat from this year. Maybe it’s a lack of leads, clients leaving, or team issues. Whatever it is, pinpoint the things you don’t want to see again and start planning to avoid them. The vision you create now will guide you through the next year and keep you focused on what really matters.
Another key point is to prioritise stability before you rush into sales and marketing. Many MSPs make the mistake of jumping straight into lead generation before stabilising their current operations. At The Growth Hub, about 90% of MSPs we work with spend the first 12 months focusing on alignment, profitability, and getting their teams in place before they even touch sales and marketing. Growing your MSP isn’t just about getting new leads—it’s about creating a solid foundation for growth that will last.
Finally, as we edge closer to the end of 2024, now is the perfect time to get your plan together. You’ve got three months left to carve out time, get a coach or accountability buddy, and set your vision for 2025. The ROI of investing in the right support is massive—you’ll recover those costs in no time when you’ve got a solid plan and the accountability to follow through.
So, if you’re ready to grow your MSP in 2025, now’s the time to act. Follow the steps in this episode, and you’ll set yourself up for success in the coming year. If you’re serious about growth, take the first step today by visiting The MSP Growth Hub and checking out our Scale with Confidence quiz, where you can assess your current position and see exactly what’s needed to grow your MSP.
Remember—if you want to grow your MSP, you’ve got to make the changes. It’s up to you!
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Paul Green is well known for his deep insights into MSP marketing and how to create lasting results through simple, effective strategies. During this live episode, he shared valuable tips on how MSPs can consistently find new prospects, nurture relationships, and convert leads into paying clients. As Paul emphasised throughout our discussion, the key to success in marketing is consistency. He highlighted the importance of showing up regularly—whether it's through weekly emails, posting on LinkedIn, or running a podcast like ours. The big takeaway here is that marketing isn’t a one-off activity; it’s about building relationships over time, something that requires daily, weekly, and monthly commitment.
One of the first crucial topics we addressed was the top methods MSPs can use to turn cold prospects into warm leads. Paul Green stressed the importance of using LinkedIn as the primary platform for MSPs to find decision-makers and influencers. According to Paul, LinkedIn is a goldmine for prospects, and with everyone MSPs would want to do business with already on the platform, it’s just about making the right connections. In addition to LinkedIn, Paul mentioned the power of networking—physically attending events like BNI or chamber of commerce meetings. He pointed out that networking accelerates trust-building, helping MSPs move relationships forward faster. Lastly, building an email list was another critical tactic Paul highlighted. By capturing emails from LinkedIn connections and adding them to your marketing funnel, MSPs can create direct and ongoing communication with prospects.
We then explored the challenge of finding a niche, a problem faced by many MSPs. Paul shared a very practical approach to discovering your ideal niche: look at your current clients and ask yourself, “Who do I enjoy working with, and who is most profitable?” By identifying these two factors, you can focus your marketing efforts on clients that bring both satisfaction and financial return. Paul Green has helped many MSPs discover their niche and scale their business by honing in on specific industries or verticals. The lesson here is that marketing becomes exponentially easier when you make your message relevant to a defined group of people.
Another key topic we tackled was the role of marketing tools in measuring success. Paul had a straightforward answer: the most important tool is your bank account. He encouraged MSPs not to get bogged down in vanity metrics like LinkedIn's Social Selling Index or the open rates of email campaigns. Instead, focus on the actual outcomes—new clients and increased revenue. Paul reiterated that marketing, at its core, is about creating opportunities to have meaningful conversations with prospects, and the best metric of success is the number of clients you bring on board.
We also delved into the power of personalised video messages in marketing. Paul Green discussed how platforms like Vidyard and Bonjoro allow MSPs to send tailored video messages to their prospects. The key here is personalisation. By recording a brief message directly for a client and embedding it in an email, you increase engagement dramatically. Paul shared a great tip—holding up a card with the recipient’s name in the video’s thumbnail—to make it more likely that they’ll open the email. This small touch can make a big difference in getting your message across in a crowded inbox.
As the episode progressed, Paul and I took questions from our live audience, covering a range of topics from how to structure LinkedIn content to adapting marketing messages for different geographical audiences. One of the standout moments was when Paul provided his golden rule for time management in marketing: spend 90 minutes every weekday working on your business. This simple yet powerful tip can help any MSP owner build momentum and see long-term growth.
In summary, this episode was packed with actionable advice from Paul Green, especially on how MSPs can take control of their marketing by being consistent, focused, and creative. Whether it's using LinkedIn effectively, defining your niche, or utilising personalised videos, the underlying message is clear—marketing is a long game, but if you show up regularly and stay committed, you’ll see the results. As always, it was a privilege to share this special milestone with our community, and we’re looking forward to continuing to support MSPs on their growth journey.
Thank you to everyone who has supported us over the past 200 episodes, and a huge thanks to Paul Green for joining us for this unforgettable event!
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Kicking off at number five, we revisited Episode 34 with Nigel Moore, titled "Perfect MSP Pricing." This episode is a must-listen for anyone struggling with the intricacies of MSP pricing strategies. Nigel, the founder of The Tech Tribe, delves into the essentials of structuring your pricing to avoid the all-too-common bespoke deals that can stifle an MSP's growth. We discussed the continual evolution of pricing models and how establishing standard packages can significantly streamline your sales process and client onboarding.
The fourth spot is claimed by Episode 75 with Daniel Welling, discussing how to "Increase the Value of Your MSP." This show is crucial for MSPs considering their exit strategy or simply aiming to enhance their business valuation. Daniel's expertise in M&A shines through as we cover the importance of preparing your MSP for a potential sale from the ground up, emphasising long-term contracts and a robust operational structure to attract serious offers.
Next, at number three, is Episode 125 with my business partner Stuart Warwick, on "Picking Low Hanging Fruit." This episode focuses on the pivotal role of effective account management in not only maintaining but also expanding your client relationships. We outlined a five-step process to refine your account management strategy, ensuring that your business consistently nurtures and grows its existing client base, thereby boosting your profitability without the constant chase for new leads.
The runner-up in our countdown is Episode 182, titled "Help, I Need to Get Out of My Own Way," featuring a heartfelt discussion with Mark Stevens. This episode serves as a beacon for any MSP owner feeling overwhelmed or stuck in a rut. Mark’s story is a testament to the power of perseverance and the importance of seeking support when needed. His experience highlights the transformative impact that stepping back and trusting a structured coaching process can have on both personal and business growth.
Finally, topping the chart at number one is Episode 86 with Richard Tubb, focused on "Mindset Magic." Richard’s insights into the MSP business mindset are invaluable. We explored how shifting from being a busybody to a strategic thinker can dramatically improve your business operations. His emphasis on routine over discipline and the necessity of removing ego to foster vulnerability within leadership were particularly eye-opening.
Each of these episodes of the ITE Podcast not only shared invaluable wisdom but also demonstrated different facets of managing and scaling an MSP effectively. Whether it’s refining your pricing strategy, preparing for an exit, enhancing client relationships, overcoming personal obstacles, or transforming your mindset, these episodes collectively provide a blueprint for MSP success.
If you've found these insights valuable, don't forget to check out the full episodes linked in our show notes. And as we gear up for the next 200 episodes of the ITE Podcast, we continue to invite all tech leaders and MSP enthusiasts to join us in sharing, learning, and growing together. Remember, if you've got a story to tell or an insight to share, drop me a message at ian@themspgrowthhub.com or connect on LinkedIn. Let's keep pushing the boundaries and making change happen within the MSP space.
Here’s to making impactful changes in your MSP and scaling new heights. Don't forget to leave us a review on iTunes or Spotify.
Don’t forget to drop your question HERE to be part of the IT Experts Podcast AND win a £200 Amazon voucher.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Neil Smith explains how his journey into the cyber advisor space has not only strengthened his business by enhancing his credibility but also provided new revenue opportunities. He explains that the cyber advisor role is not just about securing clients but about positioning yourself as a trusted authority in the field of cybersecurity. With cybersecurity becoming more complex, Neil highlights the importance of MSPs adopting the Cyber Essentials and Cyber Essentials Plus certifications as a minimum standard. According to Neil, these certifications, which are significant milestones, are achievable and can set an MSP apart from the competition.
A key takeaway from our conversation is the opportunity that the cyber advisor role presents in a rapidly evolving regulatory landscape. Neil points out that the UK government has been moving towards regulating MSPs, particularly in terms of cybersecurity. While the regulatory changes may still be a few years away, Neil wisely suggests that proactive MSPs should get ahead of the curve by becoming cyber advisors now. By doing so, MSPs can not only comply with future regulations but also monetise the process through gap analysis services and further consulting.
Neil Smith shares that Reform IT chose to go down the IASME route for their Cyber Essentials Plus and Cyber Assurance certifications. This route was more cost-effective and provided the same level of credibility as the more expensive ISO 27001 certification. Neil explains that becoming a cyber advisor involves not just the certification of the business but also the training and accreditation of an individual within the organisation. This dual approach ensures that the business is fully prepared to deliver the cyber advisor service to clients.
One of the key benefits of becoming a cyber advisor, as Neil explains, is the ability to add substantial credibility to your MSP. With the official NCSC Cyber Advisor logo on your website and marketing materials, you can demonstrate to potential clients that you take cybersecurity seriously. Neil notes that this level of recognition can be a game-changer, particularly as more clients start to look for MSPs who can prove their commitment to cybersecurity.
Throughout the episode, Neil and I discuss the tangible benefits of being a cyber advisor, including the opportunity to stand out in a crowded market. Neil shares that, as of August 2024, there are only 82 organisations listed as cyber advisors in the UK. With approximately 15,000 MSPs across the country, this presents a significant opportunity for early adopters to differentiate themselves and capture market share.
In closing, Neil Smith offers practical advice for MSPs considering the cyber advisor route. He suggests leveraging the certification to educate existing and potential clients about the importance of cybersecurity. This, he believes, can lead to further business opportunities, as clients often require additional services once their cybersecurity gaps have been identified.
You can reach out to Neil Smith by sending him an email at neil@reformit.co.uk
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
One of the key takeaways from our conversation is the importance of understanding whether bidding is right for your MSP. Louise Howson made it clear that bidding isn't just for the big players. Smaller MSPs can absolutely take part and succeed in this process, provided they approach it with the right mindset and preparation. She emphasized that while bidding can seem risky and time-consuming, there are plenty of opportunities in both the public and private sectors that are more accessible and less intimidating than you might think. The trick is to recognise when a tender is worth pursuing and when it might just be a time-wasting exercise.
Louise shared some fantastic advice on how to determine if a bid is genuine or simply a fishing expedition. If a proposal seems to come out of the blue with tight deadlines, it’s important to trust your instincts. If the requirements aren’t fully fleshed out or the request seems vague, it might be a red flag that the client is either unsure of what they want or just looking to compare prices. Louise advised that you should always weigh up the potential return on investment before committing significant time and resources to a bid.
We also discussed the practicalities of bid writing. Louise Howson is a big advocate for building a bid library—a collection of pre-prepared answers and documents that you can tailor to specific bids. This not only saves time but also ensures consistency and quality across your submissions. She highlighted the importance of clearly documenting your services and understanding how they help your customers. It's not just about what you do, but how it benefits the client. This is a drum we often beat here at IT Experts—knowing your value proposition inside out is key to success, whether you’re marketing your services or bidding for new business.
Louise also touched on the importance of preparation. She likened the bidding process to a project, where planning is everything. From checking the timelines and ensuring you have the right team in place, to thoroughly reading and understanding the questions and the scoring matrix—these steps are crucial. One of her top tips is to leave enough time for someone else to review your bid. Fresh eyes can catch mistakes and ensure that your responses are clear and aligned with the client’s needs.
And for those wondering about the role of AI in bid writing, Louise Howson advises some caution. While AI tools like ChatGPT can be helpful in overcoming writer’s block or providing a framework for your answers, they shouldn’t be relied on entirely. A human touch is essential to ensure that your bid is tailored and genuinely answers the client’s questions. Over-reliance on AI can lead to generic, fluff-filled responses that won’t stand out in a competitive tendering process.
So, if you're an MSP considering getting into the world of bidding or looking to improve your success rate, this episode is packed with practical advice. From qualifying opportunities to preparing your bid and avoiding common pitfalls, Louise’s insights can help you navigate the process with confidence. Remember, even if you don't win a bid, the experience and feedback can be invaluable for future opportunities.
If you need help with your bidding strategy, you can connect with Louise Howson on LinkedIn here or through her website HERE.
Want to be part of the IT Experts Podcast AND win a £200 Amazon voucher? Drop your question HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people, and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
In this episode, we learn how being a member of The MSP Growth Hub helped influence the transformation Simon’s business. Simon shares how revamping his business model, making strategic hires and implementing robust systems allowed him to step back without sacrificing service quality or business growth. His story is a testament to the power of strategic planning and the right support, proving that MSPs can indeed flourish financially whilst achieving a better work-life balance.
Simon’s journey with The MSP Growth Hub began in 2019. At that point, his business, which had been operating for over two decades, was feeling the strain of a classic owner-operated model—intense, hands-on, and leaving little room for personal time or strategic development. Cipher IT was a typical lifestyle business until embracing the structured support at the Growth Hub, which helped propel it into the realm of a 7-figure MSP. Simon credits the Growth Hub with providing the insights and accountability needed to pivot from daily operations to a more strategic role.
A pivotal element of Simon’s success was adopting the "Owner Not Needed" philosophy, which is central to our teachings at the MSP Growth Hub. This approach focuses on building a business that works for you, rather than you for it. For Simon, this meant restructuring his team, delegating technical tasks, and stepping into a more visionary role, focusing on sales and future growth while trusting his team with the operational reins.
Throughout the episode, Simon discusses the specific strategies and changes that facilitated his shift to a four-day work week without compromising business performance or client satisfaction. His ability to maintain a 7-figure MSP while enhancing his quality of life is inspiring. It highlights the effectiveness of having a reliable team, understanding your business metrics, and having a steady flow of leads—all ingredients for a successful MSP.
Listeners will gain insights into how structured off-grid times, strategic team meetings, and clear delegation can transform an MSP from a demanding day-to-day grind to a more balanced and profitable business. Simon’s story is packed with practical tips for MSP owners who aspire to scale their operations while also reclaiming their time—making this episode a must-listen for ambitious entrepreneurs.
Simon’s journey from hands-on technical work to strategic management showcases the growth potential within the MSP sector when driven by informed leadership and robust support systems like those provided by the MSP Growth Hub. His success story not only motivates but also serves as a blueprint for other MSP owners aiming to scale their businesses to 7-figure revenues without sacrificing their personal lives.
For those looking to replicate Simon’s success, the key takeaway is the importance of aligning team roles with business goals, focusing on strategic delegation, and making time to work on the business rather than just in it. Simon’s transformation into a 7-figure MSP leader who enjoys a four-day work week is not just aspirational but achievable with the right guidance and mindset.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
During one of our recent two-day intensive sessions, Julie shared some statistics about MSP leaders and their lack of regular one-to-ones with their teams. Shockingly, only about 50% of those in the room admitted to conducting regular one-to-one meetings with their team members. This means that half of them are missing out on a golden opportunity to build trust, enhance performance, and foster a culture of accountability and autonomy.
Julie Hutchison emphasised the importance of these conversations, highlighting that as your business grows, so does your need to rely on your team. You can't do everything yourself, and the key to scaling successfully is to build a team that is not only capable but also confident and collaborative. By conducting regular one-to-ones, you create a space where team members feel heard and valued, which in turn encourages them to take ownership of their roles.
A key takeaway from our conversation is the idea of being "interested, not interesting." Julie pointed out that many leaders avoid conversations with their team because they feel they don't know what to say or fear conflict. But the beauty of these meetings is that they're not about delivering grand speeches or only addressing issues; they're about listening. Julie Hutchison advises approaching these conversations with genuine curiosity about what your team members have to say. Ask them about their goals, what they're working on, and how they feel about their progress. It's about building trust by showing that you care about their input and development.
One of the key points Julie made was that regular one-to-ones should not be seen as formal, intimidating events. Instead, they can be casual conversations, whether in the office, over coffee, or even during a car ride. The important thing is to create opportunities for dialogue, where team members can express their thoughts and ideas freely. This approach not only takes the pressure off both parties but also encourages a culture of open communication and continuous improvement.
Another gem from Julie Hutchison was her advice on the "coaching style" of conducting one-to-ones. This involves using a framework like the GROW model, which encourages team members to reflect on their goals, assess their current situation, explore options, and commit to action steps. By guiding them through this process, you're not just telling them what to do; you're helping them develop problem-solving skills and a sense of responsibility for their own growth.
It's important to remember that these conversations are not just about addressing problems. They're also about recognising achievements, sharing updates on company goals, and aligning everyone with the business vision. When team members understand the bigger picture and see how their work contributes to it, they become more engaged and motivated to succeed.
Julie Hutchison's insights highlight the transformative power of communication in building a high-performing team. By making regular one-to-ones a priority, you're investing in your team's development and, ultimately, the success of your business. So, if you're an MSP leader who's been avoiding these conversations, take that first step today. Book that initial meeting, keep it informal, and focus on listening and learning from your team. As Julie wisely said, be interested, not interesting. This simple shift in mindset can lead to a more empowered, engaged, and effective team.
Remember, building a business that works for you starts with creating a team that can thrive without you constantly steering the ship.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Seamus Lennon, VP of Operations at ThreatLocker, joins us to debunk common security myths and reduce the anxiety many MSPs feel about their security measures. Based in Dublin, with their headquarters in Florida, ThreatLocker has been at the forefront of zero trust endpoint security solutions for over eight years. With a rapidly growing team and an impressive client base of over 50,000 businesses that they work with, ThreatLocker is a significant player in the cybersecurity industry.
The current threat landscape is evolving rapidly, with a 48% increase in ransomware attacks (Q1 2024 alone) since last year. Modern ransomware attacks now often involve data exfiltration, making them even more damaging. This shift means that MSPs need to focus not only on preventing downtime but also on protecting their clients' data from being stolen. MSPs must be vigilant as attackers are using legitimate software tools like PowerShell and 7-Zip to carry out malicious activities, therefore bypassing traditional antivirus measures.
One of the key takeaways from our conversation is the importance of a layered security approach. Seamus emphasizes that relying solely on traditional security measures like antivirus software is no longer sufficient. MSPs should start by reviewing their security layers and ensuring they have comprehensive coverage that includes endpoint protection, application allowlisting, and elevation control to manage administrative privileges. These layers work together to block threats and restrict unnecessary access, significantly reducing the risk of breaches.
When considering what cybersecurity products and solutions MSPs really need, Seamus recommends focusing on tools that provide real-time monitoring and response capabilities. ThreatLocker stands out by offering continuous support and education for their clients. Each client is assigned a dedicated Solution Engineer who helps implement the security solutions to their fullest potential. This ongoing partnership ensures that the security measures remain effective and up-to-date, reducing the risk of vulnerabilities due to incomplete implementations.
Implementing and maintaining a robust security stack can be daunting, especially for MSPs juggling multiple responsibilities. ThreatLocker’s 24/7 monitoring service detects and flags suspicious activities in real-time, providing MSPs with immediate notifications and support. This proactive approach helps MSPs stay ahead of potential breaches and ensures a swift response to any incidents, further reducing security anxiety.
Knowing that their security stack is working effectively is crucial for MSPs to sleep better at night and eradicate worry. ThreatLocker’s application allowlisting and elevation control features are designed to block threats by allowing only trusted applications to run and restricting unnecessary administrative privileges. Additionally, their geo-restriction feature limits access to the system based on geographic locations, ensuring that only authorised personnel can access the security settings.
The impact of getting security wrong can be devastating. Without proper protection, businesses can suffer significant data breaches, financial losses, and reputational damage. Seamus shared an example of a client who experienced repeated ransomware attacks, highlighting the importance of comprehensive security measures and ongoing vigilance.
For MSPs looking to leverage ThreatLocker as a sales tool, Seamus suggests focusing on the business benefits of enhanced security. By demonstrating how ThreatLocker’s solutions can protect clients from data breaches and ransomware attacks, MSPs can build trust and highlight the value of their services. This approach not only helps in acquiring new clients but also strengthens relationships with existing ones.
In conclusion, the episode with Seamus Lennon from ThreatLocker provides a wealth of information for MSPs looking to eliminate security anxiety. By adopting a layered security approach, leveraging ThreatLocker’s continuous support and monitoring services, and educating clients on the importance of robust security measures, MSPs can significantly enhance their security posture. As cyber threats continue to evolve, staying informed and proactive is crucial. ThreatLocker offers the tools and expertise needed to navigate this complex landscape, ensuring that MSPs can focus on growing their businesses without constantly worrying about security breaches.
If you want to follow up with Seamus directly, then you can find him HERE on LinkedIn or to get a FREE demo of the system to see if it's the right product for you, then click HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart started by setting the scene with a fundamental truth: time is our only finite resource. Whether you're scaling your MSP to that first £1,000,000 milestone or pushing towards the £5,000,000 mark, the effective management of your time can be a game-changer. Stuart reminded us that the key to making a significant impact is to be intentional with our time. Without deliberate planning, it’s easy to get stuck in a cycle where every day feels like Groundhog Day – a bit better or worse, but fundamentally the same, with little progress towards your long-term goals.
One of the major takeaways from our discussion was the concept of being deliberate about planning. Stuart emphasised the importance of starting with a big-picture view – planning for the year, then breaking it down into quarters, months, weeks, and finally, days. This backward planning ensures that each day’s activities align with your larger goals. It’s about chunking down those big annual plans into manageable daily tasks.
Stuart highlighted the need for a "default diary" – a pre-planned schedule that prioritises both personal and professional commitments. He suggested starting with your non-negotiables, like holidays and key meetings, and then fitting in your work around these fixed points. By doing so, you ensure that critical personal time is protected, and you can better allocate your remaining hours to productive activities. This practice not only helps in maintaining a work-life balance but also ensures that your professional time is used effectively.
The conversation also touched on the importance of carving out specific times for different types of work. Stuart suggested dividing your week into blocks dedicated to directional activities, thinking and strategy, and routine admin tasks. By setting aside focused time for high-impact projects, you can make significant progress without getting bogged down by daily operational distractions. This approach is particularly beneficial for MSP owners transitioning from doing everything themselves to managing and eventually directing their teams.
A recurring theme in our chat was the need to reduce interruptions and maintain focus. Stuart provided practical tips, such as working from home or a different location to avoid office distractions. If working remotely isn’t an option, he recommended setting clear boundaries in the office. For instance, using visual cues like a closed door to signal you’re not to be disturbed can be very effective. Training your team to respect these signals and scheduling regular times when you’re available for questions can help in managing interruptions without losing control of your schedule.
Stuart and I also discussed the psychological impact of small wins. By focusing on three key tasks each day, MSP owners can create a sense of accomplishment and momentum. These tasks should be significant enough to move the needle but not so overwhelming that they feel insurmountable. This strategy helps in breaking down larger projects into manageable pieces, making it easier to maintain focus and achieve consistent progress.
In conclusion, taking back control of your week involves a blend of strategic planning, disciplined execution, and the ability to set and maintain boundaries. Stuart’s insights are a reminder that with intentionality and deliberate action, MSP owners can transform how they manage their time and, as a result, their businesses.
Remember that making these changes won't happen overnight. Start small, build habits, and gradually reclaim your time.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Ian begins by emphasising the importance of habits in maintaining consistent progress. He notes that while annual goals often lose their momentum as life’s demands take over, small daily habits can keep individuals aligned with their vision and help them stay on track.
Introducing the gap and the gain concept by Dan Sullivan, Ian explains that many people measure their progress by the gap between where they are and where they want to be, leading to frustration and disappointment. Instead, he suggests measuring the gain—looking back at achievements to boost confidence and motivation.
Ian highlights the significance of being present both at home and in the workplace. Consistency in team interactions, valuing their time, and following through on commitments can have a profound impact. Simple habits like checking in on tasks, promptly actioning emails, and scheduling off-grid time can significantly enhance productivity and satisfaction.
He also discusses the importance of stepping out of comfort zones and into growth zones. This transition involves overcoming fear and learning new skills, leading to greater achievements. Breaking tasks into smaller, manageable chunks and focusing on immediate returns can help maintain momentum.
Ian shares a personal example of overcoming his aversion to reading. By starting with just a few minutes a day and gradually increasing the time, he managed to read an entire book during his holiday. This not only improved his sleep but also his knowledge and motivation. He encourages tracking habits, whether through a simple checklist or by using habit stacking techniques, to reinforce positive behaviours.
Drawing from the MSP Growth Hub intensive sessions, Ian notes the tremendous feedback from clients who implement these small but powerful habits. By maintaining momentum between sessions, clients achieve remarkable results. The structured approach supports continuous improvement and keeps individuals on their trajectory towards their goals.
Finally, Ian emphasises the importance of measuring performance and staying accountable. Consistently tracking and reporting progress accelerates performance. Forming great positive habits, living in the gain, and understanding that there are no losers, only learners, are key takeaways from this episode.
In conclusion, forming and maintaining positive habits can have a massive impact on life and business. By taking deliberate actions, surrounding oneself with supportive people, and continuously measuring progress, listeners can move from a state of overwhelm to one of significant achievement.
This episode is a motivational call to action, encouraging listeners to build great habits, stay deliberate, and keep moving forward.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Being a workplace mediator and mediation trainer, Julie Hutchison brings us a wealth of experience. She has seen it all, from minor office spats to full-blown conflicts. Her insights into dealing with toxic employees are invaluable for anyone looking to maintain a harmonious and productive workplace.
We started by defining what we mean by toxic employees. According to Julie Hutchison, the term “toxic” might be a bit harsh, but it’s widely understood. Toxic employees are those who drain energy, sow discord, and generally make like difficult for their colleagues. They might be resistant to change, habitually negative, or outright confrontational. The impact of such behaviour can be devastating, affecting team morale, productivity, and ultimately, the profitability of the business.
Julie Hutchison emphasised the importance of addressing these issues head-on. Avoidance, she noted, only leads to more significant problems down the line. As leaders, it's our responsibility to tackle these situations with empathy and clarity. Julie advised using the BIN model – Behaviour, Impact, Need – as a framework for these tough conversations. This model helps to depersonalise the issue and focus on specific behaviours and their impacts, making it easier to articulate the need for change.
We discussed the importance of understanding the underlying causes of toxic behaviour. Julie Hutchison pointed out that these employees might be reacting to unmet needs or external stressors. By taking the time to listen and understand, leaders can often uncover the root of the problem and address it more effectively. This empathetic approach can help turn a negative situation into a positive one, fostering loyalty and engagement rather than resentment.
Julie Hutchison also highlighted the value of regular follow-ups. Once the initial conversation has taken place, it’s crucial to check in regularly to ensure progress is being made. This doesn't have to be a formal meeting every time – even a casual chat over coffee can be effective. The key is to maintain open lines of communication and provide ongoing support.
One of the standout moments in our discussion was Julie’s emphasis on self-awareness for leaders. Toxic employees can sometimes be a mirror, reflecting issues within the leadership or the broader organisational culture. By examining our actions and responses, we can often find ways to improve the environment and reduce the likelihood of such behaviours arising in the first place.
In summary, dealing with toxic employees is never easy, but it's an essential skill for any leader. Julie Hutchison’s advice to approach these situations with empathy, clarity, and a structured framework like the BIN model can make a significant difference. By understanding the root causes of toxic behaviour and maintaining regular follow-ups, we can foster a more positive and productive workplace.
Remember, the goal is not just to eliminate toxic behaviour but to transform it. By investing time and effort into understanding and addressing these issues, we can turn a potentially negative situation into an opportunity for growth and improvement. If you ever find yourself facing a toxic employee, take a step back, breathe, and remember Julie Hutchison's insights from this episode.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
From the outset, Tracy emphasised the importance of strategy in driving the growth and success of an MSP. It's a term that often evokes yawns, but as Tracy pointed out, without a solid strategy, even the most technically proficient MSPs will struggle to grow. Tracy explained that many MSPs are founded by technically-minded individuals who may not have the broader business experience necessary to create a robust strategy. This lack of strategic planning often becomes a significant barrier to growth.
One of the key takeaways from our conversation was the critical role of culture within an organisation. Tracy stressed that culture is not just a management issue but something that needs to be embedded throughout the entire organisation. A strong culture, according to Tracy, is reflected in the behaviours and attitudes of the staff. It's about creating an environment where people want to be, where they go above and beyond because they feel valued and understood. This culture then translates into how clients perceive the business. Tracy highlighted that happy, engaged employees provide better service, which in turn leads to happier clients.
Tracy also shared some practical steps for MSPs to build and maintain a strong culture. She suggested regular strategy sessions with the entire team, at least annually, if not biannually. These sessions should be off-site to avoid daily distractions and should focus on what is working well, what needs improvement, and how the team can collectively achieve their goals. Tracy stressed the importance of active listening during these sessions – listening to understand, not just to respond. This approach fosters a sense of inclusion and ensures that every team member feels valued and heard.
We also touched on the importance of understanding customers. Tracy pointed out that many MSPs are so focused on acquiring new clients that they neglect their existing ones. Regular account management is crucial – knowing your clients’ business needs, understanding their pain points, and building strong relationships can lead to more business opportunities and increased loyalty. Tracy shared a compelling story based on her past experience, where she took the lock off her IT department’s door to encourage openness and better service. This simple act significantly improved internal and external relationships, highlighting how small changes can have a big impact.
Another significant point Tracy made was about the difference between a business plan and a strategy. A business plan is often a static document created to satisfy banks or investors, whereas a strategy is a living, breathing part of the business. It involves everyone in the organisation and is continuously evolving. Tracy’s insights here were a real eye-opener, showing that a dynamic strategy aligned with the business’s core mission and values is essential for long-term success.
As we wrapped up the episode, Tracy shared some golden nuggets on leadership and the importance of being genuinely interested in people. She noted that technology serves people, not the other way around, and understanding this can make a huge difference in how an MSP operates and grows. Tracy also highlighted the value of being involved in communities like CompTIA. CompTIA offers fantastic networking opportunities, peer-to-peer learning, and valuable research that can help MSPs stay ahead of the curve.
This episode with Tracy Pound is packed with valuable advice for any MSP looking to overcome common pitfalls and build a successful business. Tracy’s passion for helping businesses grow and her extensive experience in the industry shone through. If you’re not already involved with CompTIA, I highly recommend checking it out – the support and resources they offer are invaluable.
Connect with Tracy through her LinkedIn profile HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We start by addressing the fundamental need for a structured approach to sales in the MSP sector. It's not about quick fixes or hoping for that golden unicorn prospect. Instead, it’s about implementing a consistent process and understanding that building meaningful relationships takes time. We’ve crafted a comprehensive "shoe leather sales plan" designed to get your MSP on track with clear, actionable steps.
First and foremost, set some realistic targets. Without clear goals, it’s impossible to measure success. For most MSPs, acquiring one new client a month can be transformative. By setting targets, you can break down the required steps to achieve those goals, like engaging in quality conversations and generating the necessary leads. Aim for 10 quality conversations to secure 4-5 leads, which should yield that one new client each month.
Next, identify your dream 50 clients. These are the ideal customers you want to work with. Focus your efforts on this list to avoid spreading yourself too thin. Make sure your LinkedIn profile is polished and targeted. Engage with these potential clients by sending connection requests, participating in relevant discussions, and offering valuable content. Remember, it’s about building trust and showcasing your expertise, not just making a sales pitch.
Attending events and networking is another crucial step. Whether it’s local business groups, Chamber of Commerce meetings, or industry-specific events, put yourself out there. Networking is all about building relationships and establishing your presence in the community. Don’t just attend – be active. Offer to speak at events, host webinars, or run lunch-and-learn sessions. Providing valuable insights and educational content will position you as a thought leader in the MSP space.
Giving back to the community is essential. If you help others achieve their goals, you will naturally attract opportunities. Offer your expertise by contributing content, such as blogs, surveys, or white papers, to industry publications and groups. Create your own events and invite clients and prospects to join. Teaching others about cybersecurity or the latest tech trends not only showcases your knowledge but also builds goodwill and trust.
Consistency is key. This might sound tedious, but it’s where many MSPs falter. Use tools like LinkedIn’s Social Selling Index to gauge your activity and effectiveness on the platform. Regularly post valuable content, engage with your network, and follow up diligently. The more active you are, the more visible you become, and the more opportunities you will attract. Track your efforts and continuously refine your approach to ensure you're making the most of your time and resources.
Finally, build a solid plan. Your plan should cover networking, stakeholder engagement, and content creation. Having a clear strategy will keep you focused and accountable. As you consistently execute your plan, you'll find your email inbox filling up with inquiries from potential clients who see you as a trusted advisor.
Implementing these steps will take effort, but the rewards are worth it. By setting clear targets, engaging with your ideal clients, attending events, giving back, staying consistent, and following a structured plan, you’ll see a steady increase in sales for your MSP. Dive into this episode for a detailed breakdown of each step and start taking action today.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Gary Rayner, after 18 years in business and on the verge of reaching a seven-figure turnover, recognised the need to shift his approach to managing finances within his MSP. Initially, his in-house bookkeeper managed day-to-day invoicing and bookkeeping, a role that evolved from Gary himself to an ad-hoc helper, and finally, a dedicated in-house process. Despite his interest and involvement in finance, Gary realised that what got his MSP to its current level wouldn’t be enough to propel it forward. The turning point came when his bookkeeper retired, and Gary temporarily resumed those duties, which highlighted areas where the business was not optimally billing or even missing billing entirely.
Gary's decision to bring in an interim CFO marked a pivotal moment in his MSP’s journey. This CFO, although not from the IT sector, brought a fresh perspective and a wealth of financial expertise. Gary wisely chose someone outside the IT industry to avoid inherited bad habits and gain unbiased insights. This move highlights the importance of surrounding yourself with people smarter than you in specific areas to drive business growth.
The CFO's role was not just to manage day-to-day financial tasks but to establish robust processes and provide strategic financial oversight. Gary and his CFO worked on integrating various tools and systems, such as PAX 8 and Autotask, ensuring seamless data synchronisation with their accounting software, Xero. By leveraging Excel for detailed financial analysis, they could compare data from different sources, ensuring accuracy in billing and financial reporting.
One of the significant changes Gary experienced was the shift in focus from just net profit to a broader range of financial metrics, including EBITDA, adjusted net profit, gross profit, and cost per customer acquisition. This comprehensive approach provided a more detailed understanding of the MSPs financial health, enabling better strategic decisions.
Gary's journey illustrates the importance of having a structured process and the willingness to revisit and reassess financial management practices. The introduction of a CFO allowed Gary to step back from the detail and focus on strategic growth areas. Even though the CFO's tenure was short-term, the impact was profound, leading to the implementation of efficient processes that the team could manage independently in the interim.
The transformation also involved adopting forecasting tools like Fathom, which provided valuable insights into potential future scenarios. This capability allowed Gary to plan for various outcomes, ensuring the business could navigate challenges and capitalise on opportunities with confidence.
Gary's story is a testament to the power of financial literacy and proactive management in scaling an MSP. His experience highlights that understanding and controlling financial metrics is crucial for any MSP aiming for sustainable growth. By taking the necessary step to bring in external expertise, Gary positioned his business for continued success and stability.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Our conversation with Justin Neale was packed with insightful tips and strategies aimed at enhancing the customer experience, ultimately driving higher profits for MSPs. Justin, who has a rich background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys.
We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in today’s competitive landscape where exceptional customer service can set an MSP apart from the competition.
One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff.
Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the client’s trust and confidence.
Justin also shared valuable insights on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue.
We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Encouraging referrals by providing personalized gifts, rather than generic branded items, can help solidify these relationships. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle.
Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clients’ businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships.
Connect with Justin Neale on his LinkedIn HERE
Or you can also visit her website by clicking HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We begin by welcoming Rachel back to the podcast. She shares her experiences and the importance of self-care, emphasising how important it is for maintaining a balanced and productive life. Rachel’s consultancy, Zest Lifestyle, focuses on helping individuals and teams become healthier and happier, ultimately enhancing engagement and productivity at work.
One of the key takeaways from our conversation is understanding what stress really is. Rachel explains that stress is a natural reaction to events, serving as a protection mechanism. However, in today’s fast-paced world, stress often becomes prolonged, leading to various health issues. We discuss the different types of stress signals, including physical, mental, emotional, and behavioural. Rachel highlights common physical symptoms like aches, digestive problems, and fatigue, while mental signs can include mood swings, irritability, and poor concentration. Emotional indicators might be feelings of loneliness and anxiety, and behavioural changes can manifest as increased consumption of alcohol or junk food, procrastination, and nervous habits.
Rachel emphasises the importance of recognising these stress signals in ourselves and others. For many of us, our stress threshold can vary, and it’s crucial to identify when we are approaching our limits. By understanding our own stress signals, we can take proactive steps to manage stress effectively. This involves addressing the five pillars of vitality: sleep, diet, physical activity, mental well-being, and taking time to pause and recharge.
We also discuss practical tips for managing stress. One effective strategy Rachel recommends is writing down a list of stressors and categorising them into things we can control or influence. This exercise helps in taking actionable steps to mitigate stress and brings a sense of control over the situation. Additionally, creating a healthy sleep environment, eating a balanced diet, and incorporating physical activity into our daily routine are essential practices.
Rachel shares her personal experiences with managing stress, including how she incorporates physical activity like swimming into her routine. She stresses the importance of movement, suggesting that even simple activities like walking can significantly reduce stress levels. Moreover, she highlights the value of a supportive work environment where employees feel comfortable discussing their stress and seeking help.
We touch on the impact of diet on stress, with Rachel advising on the benefits of consuming natural, unprocessed foods. She mentions that proteins, vegetables, and fruits can improve our overall well-being and help manage stress. We also discuss the role of hydration and the common misconception between hunger and thirst, encouraging listeners to stay hydrated to avoid unnecessary snacking.
Finally, we explore how to support colleagues who may be experiencing stress. Rachel advises creating a culture of well-being within the workplace, where open communication is encouraged, and resources are available for those in need. Recognising stress in others and offering support can make a significant difference in maintaining a healthy and productive work environment.
In closing, Rachel urges everyone to be mindful of their stress signals and to take proactive steps in managing stress. By focusing on the five pillars of vitality and fostering a supportive work culture, we can improve our overall well-being and help others do the same.
We suggest you listen to EP145- You Are Not Alone where Ian talks about the feeling of isolation, and also EP128 – How to Turn a Bad Day Into a Good Day where Ian talks about shifting your mindset to the right direction.
Connect with Rachel through her LinkedIn HERE if you fancy daily tips from her.
You can also reach out to Rachel by visiting her website HERE or by emailing her at Rachel@zestlifestyle.com
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kick off the discussion by addressing a common issue faced by many MSP owners: the lack of growth. Brian and I agree that often, the first step to resolving this issue is self-reflection. Brian highlights the importance of looking in the mirror and recognising that the current state of your business is a direct result of your actions and decisions. This concept might be tough to accept, but it’s a crucial step towards meaningful change.
One of the main obstacles MSP owners face, is imposter syndrome. Brian points out that many MSP owners start as techies and suddenly find themselves running a business without the necessary experience or confidence. This can lead to feelings of inadequacy and uncertainty. Brian emphasises the importance of overcoming these feelings by seeking outside help and surrounding yourself with experts who can provide the guidance needed to grow the business.
A recurring theme in our conversation is the need for a business operating system. Brian shares how implementing a structured system in his MSP brought clarity and freedom. By having a clear framework for annual and quarterly planning, running meetings, and setting priorities, MSP owners can reduce chaos and focus on what truly matters. This structure is vital for building a scalable business and ensuring that every team member is aligned with the company’s goals.
Prioritisation is another key topic we discuss. With so many aspects to manage in an MSP, from sales and marketing to client management and team building, it’s easy to become overwhelmed. Brian advises breaking down large plans into smaller, manageable tasks. By focusing on a few key objectives each quarter, MSP owners can make significant progress without getting bogged down by trying to do too much at once.
The value of peer groups and coaching also comes up in our discussion. Brian shares his personal experience of joining a peer group, which he describes as a game changer. Being part of a community of MSP owners who are facing similar challenges provides not only support but also accountability. This sense of camaraderie and shared learning can be instrumental in driving your MSP forward. Additionally, Brian talks about the transformative impact of having a coach. A coach can offer personalised guidance, help you identify blind spots, and keep you focused on your goals. Brian himself continues to work with a coach to this day, highlighting the ongoing value of this support.
We also touch on the importance of personal development in business growth. Brian and I agree that to grow your MSP, you need to grow as a leader. This involves asking yourself deep questions about your skills, your comfort zones, and the areas where you need to improve. By focusing on personal development, you can become the leader your business needs to thrive.
If you want to keep the conversation going with Brian Hoppe, feel free to connect with him through his LinkedIn HERE
You can also visit his website by clicking HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Fiona has spent over 25 years in the IT industry, with 16 of those years dedicated to running a successful sales training company. Two years ago, she took a step back from the industry, driven by personal milestones and a desire for change. Her son leaving for university provided her with a quiet house and a moment to reflect on her life and career. She realised that she was bored and needed to find a new passion. This led her to immerse herself in the world of entrepreneurship, working extensively with female entrepreneurs outside the MSP industry. This break rejuvenated her and equipped her with fresh perspectives and strategies that she now brings back to the MSP community.
During our conversation, Fiona and I discussed the importance of getting back into the flow of your business. Flow, as Fiona describes, is about doing what you love and what energises you. It’s crucial for MSP owners to identify their strengths and passions to stay motivated and productive. Fiona emphasises the need to align your business with your personal values and strengths. She suggests using tools like the Gallup StrengthsFinder and the VIA Character Strengths Test to understand what puts you in your flow. For Fiona, speaking and engaging with people is her flow, whereas technical tasks and social media posts are not.
We also talked about the importance of giving yourself permission to pivot and course-correct in your business. If you find yourself stuck or unfulfilled, it’s essential to reassess and make changes that align with your passions and lifestyle goals. Fiona shared that even if it means stepping back from certain roles or delegating tasks, it’s vital to ensure you’re doing what you enjoy. This not only brings back your energy but also positively impacts your business’s success.
Mindset plays a significant role in an MSP owner's journey. Fiona highlights the need to overcome limiting beliefs that can hold you back. These beliefs often stem from past experiences and can manifest as thoughts like “I’m not worthy” or “I’m not enough.” Recognising and reprogramming these beliefs is crucial. Fiona suggests that awareness is the first step – identifying when these beliefs come up, especially during stressful or challenging times. By shifting your mindset to focus on possibilities and potential, you can break through these barriers and unlock new levels of growth and success.
Fear is another major factor that can block success. Fiona advises MSP owners to not let fear drive their business decisions. Instead, they should focus on what they desire and align themselves with that vision. This shift in energy and mindset can significantly impact the business’s trajectory. She encourages owners to ask themselves, “What if it works?” and to stay hungry and passionate about their goals.
Throughout the episode, Fiona shared her personal experiences of stepping out of her comfort zone and the benefits it brought to her life and business. She reminded us that it’s essential to enjoy the journey, not just the destination. By focusing on personal growth and aligning your business with your passions, you can create a fulfilling and successful MSP.
You can connect with Fiona Challis through her LinkedIn profile HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kicked off the conversation by exploring how the MSP sector is currently valued at a staggering $548 billion, with an annual growth rate of 12%. This growth is particularly significant given the challenging global economic environment. Jay emphasised that the demand for managed services continues to rise, with 82% of businesses now outsourcing some or all of their IT needs. This shift marks a dramatic increase from a decade ago when only 30% of companies outsourced IT services.
One of the key drivers behind this surge in demand is cybersecurity. Jay pointed out that even the largest banks and government institutions have admitted that they cannot manage cybersecurity alone. This has led to a growing reliance on MSPs, making cybersecurity a fundamental component of their service offerings. As the threat landscape becomes more complex, the need for specialised managed security services is paramount.
Jay also highlighted the significant generational shift in the MSP market. Millennials, who are now the majority buyers of technology services, have different expectations and buying behaviours compared to previous generations. They prefer digital-first or digital-only interactions and are more comfortable with subscription and consumption-based models. This demographic change requires a shift in how MSPs approach their clients, focusing more on seamless integration and user-friendly solutions.
The conversation then turned to the impact of AI on the MSP sector. Jay noted that AI is not a standalone product but a feature that enhances various aspects of technology services. He provided a fascinating perspective on how AI is evolving at an unprecedented pace, with each iteration becoming exponentially more powerful. This rapid advancement means that AI is becoming an integral part of many software solutions that MSPs use and manage.
However, Jay cautioned MSPs against rushing to get certified in AI technologies prematurely. He suggested that while AI holds tremendous potential, its immediate application for MSPs will be more about internal optimisation rather than client-facing services. MSPs can leverage AI to improve their marketing, sales, customer support, and operational efficiency. He believes the true managed services opportunities related to AI, particularly at the edge where most data reside, are still a couple of years away.
We also discussed the evolving nature of vendor relationships in the MSP space. Jay shared a candid view on the role of private equity in scaling MSP tools and platforms. As MSPs grow, they often find themselves transitioning from family-run businesses to larger, more corporate entities. This shift can lead to changes in how MSPs interact with their vendors, moving from personal relationships to more structured, professional engagements. Jay advised MSPs to remain flexible and open to adapting their toolsets as the industry evolves.
A significant takeaway from our discussion was the importance of building robust ecosystems and partnerships. Jay encouraged MSPs to engage with various stakeholders, including digital agencies, accountants, and other tech service providers, to create a comprehensive support network. By doing so, MSPs can tap into new business opportunities and enhance their service offerings.
Feel free to connect with Jay McBain through his LinkedIn HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Julie Hutchison joins us to simplify the concept of selling for those who find it intimidating. We start by addressing a common misconception: the belief that technical expertise and selling are mutually exclusive. Julie emphasises that selling isn’t about having the gift of the gab or being inherently extroverted. Instead, it’s about understanding the needs of your clients and offering solutions that add value to their businesses. This mindset shift is crucial for MSPs who typically feel uncomfortable with sales conversations.
One of the key takeaways from our discussion is the importance of being "interested" rather than "interesting." Julie explains that the crux of selling lies in understanding your client's pain points and addressing them effectively. Rather than overwhelming clients with technical details, focus on asking the right questions to uncover their needs. This approach not only builds rapport but also positions you as a problem solver rather than a salesperson.
Julie Hutchison shares tips for practising these skills. She suggests starting with role-playing exercises within your team to build confidence. By simulating sales scenarios, you can refine your questioning techniques and become more comfortable with the sales process. Additionally, she recommends engaging with a friendly client to test your new approach. Framing it as a way to improve your service can make clients more receptive and supportive, turning the exercise into a mutually beneficial experience.
Another significant point Julie highlights is the need to address the client's pain. She advises not to shy away from digging deeper into the client's issues to understand the full impact on their business. This method not only clarifies the value of your solution but also helps the client see the urgency and importance of addressing their problem. By identifying and emphasising the gap between their current situation and their desired outcome, you make your service an invaluable asset.
We also discuss the concept of self-worth in selling. Many MSPs struggle with pricing and undervalue their services because they lack confidence. Julie Hutchison stresses the importance of recognising the value you bring to the table. She encourages MSPs to challenge their limiting beliefs and adopt a value-based approach to their services. This involves understanding the cost of the client's problem and positioning your solution as a worthwhile investment.
One practical tip Julie offers is to compile a list of open-ended questions that can help uncover client needs. These questions should focus on understanding the client's current situation, the challenges they face, and the impact of these challenges on their business. By practising these questions, you can develop a natural and effective way of steering conversations towards identifying solutions.
Throughout the episode, Julie Hutchison reiterates the importance of practice. Selling is a skill that can be developed with consistent effort. She advises setting aside time regularly to practice with colleagues or even clients. This not only hones your skills but also builds your confidence, making sales conversations feel more natural and less daunting.
By shifting your mindset, focusing on client needs, and practising regularly, you can transform your approach to sales. Remember, it’s not about being a stereotypical salesperson; it’s about being a trusted advisor who provides valuable solutions.
And to help you learn more about selling and getting more from your existing clients, listen to this episode with Stuart Warwick.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Mark Stevens' story begins in the quaint town of Melton Mowbray, known for its pork pies and Stilton cheese, but today, it's also becoming known for Mark1 IT Solutions. Mark's journey is a testament to the challenges and triumphs faced by many in the MSP sector. Joining us on the podcast, Mark openly shares the hurdles he encountered when transitioning from a traditional break-fix IT support mentality to a managed services provider (MSP) model, a shift that required significant changes in both mindset and operations.
During our discussion, Mark Stevens candidly discusses how his business, which he had been leading for about seven years, had only recently begun to identify as an MSP. This shift came with its own set of challenges, particularly as the business approached the COVID-19 pandemic. The pandemic initially brought a surge in demand for Mark1 IT Solutions' services as businesses scrambled to set up remote work capabilities. However, the reliance on project-based income soon proved unstable, leading Mark to seek external guidance and support.
What makes Mark Stevens' story so impactful is his openness about the personal and professional growth necessary to navigate his business through turbulent times. He shares that a major turning point came when he engaged with various communities and resources, such as CompTIA and Tech Tribe, and eventually our MSP growth hub. This engagement not only broadened his perspective but also embedded him deeper into the MSP community, facilitating a collaborative and supportive environment that was crucial for his development.
Mark's journey is filled with learning experiences, from understanding the importance of monthly recurring revenue to embracing the MSP model fully. He explains how adopting new operational frameworks and focusing on self-development, including insights gained from reading "The Chimp Paradox," helped him reshape his approach to business management. This reshaping was not just about business strategies but also about personal growth, tackling challenges like ego and imposter syndrome that many business owners face.
A significant part of our conversation highlights the value of reaching out for help and how this has been instrumental in Mark Stevens' success. He emphasises the importance of getting out of your own way, a phrase that resonated with him deeply and one that he credits for much of his recent business achievements. This concept of self-awareness and stepping back to allow professional support to guide his decisions has led to substantial improvements in both the operational efficiency and profitability of Mark1 IT Solutions.
Today, Mark1 IT Solutions is not only surviving but thriving, with plans to expand the team further and reach new heights in terms of revenue and service quality. Mark Stevens attributes much of this success to the support structures and networks he has embraced, underscoring the importance of community and expert guidance in the MSP industry.
For any MSPs out there feeling stuck or unsure of the next steps, Mark Stevens' story is a powerful reminder of the strength found in vulnerability and the success that comes from seeking help. His journey is a clear illustration of how transformative it can be to get out of your own way and allow structured, expert guidance to lead the way in scaling your business.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart discusses how often, in MSPs, conflict arises not because of big strategic disagreements but because of the minutiae—the small details that can become significant stumbling blocks. He emphasises the importance of rising above the 'weeds' of these details to gain a clearer, broader perspective of the business goals. This approach, he explains, helps in realigning team members by focusing on the overarching destination rather than the specific routes or modes of transport, be they Porsches, BMWs, or trucks!
One of the key takeaways from our discussion is the importance of defining what success looks like for both the business and individual roles within it. Stuart pressesemphasises on the significanceimportance of clear communication and setting agreed-upon targets to prevent the cycle of misalignment and frustration that can occur when team members are not on the same page. He also touches on the emotional aspect of these disagreements, pointing out that underlying many conflicts is a fundamental lack of trust or fear of relinquishing control.
Moreover, Stuart also provides practical strategies for MSP leaders to implement when disagreements arise. He suggests 'chunking up' the conversation to a higher level where the focus is more on what unites rather than divides the team. This method involves stepping back to reassess the primary business objectives and ensuring that all discussions are anchored to these goals.
Trust, Stuart reiterates, is the bedrock of any successful partnership. He challenges MSP leaders to introspect consider whether the lack of trust is a personal reluctance to delegate or a broader issue within the team dynamics. In cases where trust is lacking, he advises a proactive approach—engaging in open dialoguesconversations about responsibilities, expected outcomes, and the paths to achieving them. This not only clarifies roles but also reinforces the shared commitment to the business’s success.
In addition to alignment and trust, Stuart stresses the importance of adaptability within the MSP industry. The ability to pivot and embrace new strategies when traditional ones fail is crucial for growth and sustainability. By integrating the vehicle tree concept, MSP leaders can more easily navigate through the complexities of business management, ensuring that every level of the organisation is aligned with the strategic vision.
Our conversation with Stuart once again proves invaluable, offering MSP business owners practical advice and strategies to tackle some of the most challenging aspects of leadership and team management. This episode is a must-listen for anyone involved in an MSP looking to enhance their operational harmony and drive their business towards greater profitability and success.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Our conversation kicked off with Rachel sharing highlights from her recent talk at CompTIA, stressing the importance of self-care in the busy world of IT and business. Rachel emphasized that looking after yourself isn't just about avoiding illness—it's about improving your quality of life. Rachel Williams believes a holistic approach to wellness, focusing on improving overall health and extending the health span alongside the lifespan.
Rachel shared her personal journey towards wellness, an inspiring story that highlighted her shift from approaching burnout to becoming fitter than she’s ever been. This personal journey gave birth to her business, Zest Lifestyle, where she uses her extensive knowledge and experience to help individuals and teams foster environments that prioritize health and happiness.
A large portion of our discussion was dedicated to understanding what 'good health' truly looks like. According to Rachel Williams, good health is not merely the absence of illness but a vibrant state of physical, mental, and emotional well-being. She introduced listeners to the five pillars of self-care that are central to her practice: sleep, diet, movement, mental well-being, and rest. Each element is crucial in its own right but works together to create a balanced and healthy lifestyle.
Sleep came up as the cornerstone of good health. Rachel pointed out that many overlook its importance, but it is during sleep that our bodies undergo repair and rejuvenation. She linked inadequate sleep to a plethora of health issues, from reduced cognitive function to impaired metabolism, stressing the importance of quality sleep as a non-negotiable pillar of health.
On diet, Rachel Williams was keen to debunk the myths surrounding restrictive diets, which often lead to unsustainable health choices. Instead, she champions the 80/20 rule—eating healthily 80% of the time and allowing for indulgences in moderation. This approach not only makes the diet sustainable but also enjoyable, which is crucial for long-term maintenance.
Movement, another pillar of self-care, goes beyond traditional exercise. Rachel encourages finding joy in physical activity, whether it’s walking, dancing, yoga, or more structured gym workouts. The key is consistency and enjoyment, which significantly enhances the likelihood of maintaining an active lifestyle.
Mental well-being, often overshadowed in discussions around physical health, was highlighted as vital. Stress management, mindfulness, and emotional health are all aspects that Rachel touches upon frequently, underscoring their importance on our overall health. Tools like meditation apps and mindful practices are ways Rachel suggests maintaining positive mental health.
Lastly, the concept of rest, distinct from sleep, was discussed. Rachel Williams explains that rest involves activities that recharge and rejuvenate the spirit, which can vary from passive activities like reading to active ones like hiking or exploring.
Throughout the episode, Rachel Williams reiterated the importance of self-care, not just for personal health but as a strategy to enhance productivity and satisfaction in both personal and professional realms. Her insights not only provide effective strategies for self-care but also equipped our listeners with practical steps to take control of their health and well-being.
We wrapped up the episode with Rachel sharing how to get in touch with her for those interested in learning more about self-care or implementing her principles into their lives or workplaces. For more insights and daily health tips, Rachel can be reached through her website, Zest Lifestyle, and her social media platforms.
Remember, taking responsibility for your health starts with you, and it's never too late to start looking after yourself.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Understanding what you want from your business isn't just about setting financial targets; it’s about aligning your personal dreams with your professional goals to create a fulfilling and sustainable business model. Stuart stresses the importance of personal vision in business. He discusses how easily MSP owners can become overwhelmed by daily operations, losing sight of their original motivations and goals.
Stuart points out that many MSP owners start their journey with clear intentions but often get sidetracked as the business grows. He emphasises the significance of defining 'what winning looks like' for your business. This not only involves setting tangible goals but also understanding the kind of life you want to lead. Stuart repeatedly mentions that knowing what you don’t want can often be a more accessible starting point to clarify what you actually do want. This reverse engineering of outcomes can significantly help MSP owners cut through the fog that surrounds their strategic planning processes.
Throughout our conversation, Stuart reinforces the idea that business owners should periodically step back and assess their journey. This reflective practice helps to appreciate past achievements and realign current activities with long-term objectives. He shares practical tips on how MSPs can manage their growth effectively without becoming consumed by it. According to Stuart, building a successful MSP isn’t just about financial gain but about creating a business that allows owners the freedom and flexibility to enjoy their lives while still achieving professional success.
One of the key pieces of advice Stuart offers is the concept of starting with the end in mind. This Stephen Covey principle is about envisioning where you want your business to be, and then meticulously planning out the steps to get there. Whether it’s hiring the right people, implementing the correct systems, or simply deciding to work fewer hours to have more time with family, each decision should contribute towards that ultimate picture of success.
Moreover, Stuart highlights the importance of community and support systems in this journey. He encourages MSP owners to find their tribe – a supportive community that shares similar goals and challenges. Engaging with this community not only provides moral and emotional support but also fosters an environment of accountability, which is crucial for consistent progress.
In terms of practical steps, Stuart suggests that MSP owners should take a proactive approach to problem-solving within their businesses. Identifying what you do not want in your daily operations can help clarify what changes need to be made to avoid those outcomes. For instance, if an MSP owner doesn’t want to be overwhelmed by technical tasks, then it might be time to hire additional technical staff or invest in training for current employees to distribute the workload more evenly.
As we wrap up this thought provoking episode, I reflect on the numerous actionable insights Stuart has shared with us today. His advice is grounded in the reality of running a business, yet aspirational enough to push MSP owners to think big and act boldly. Remember, defining success in your business is a personal journey that goes beyond the conventional metrics of business growth. It’s about creating a business that not only survives but thrives while aligning with your personal life goals.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
In our latest IT Experts Podcast episode, we explore the intricate dynamics of partnership in the MSP world through the lens of Joe Burns’ compelling journey. Joe, a seasoned entrepreneur who has not only scaled but also successfully exited from an MSP, shares his experience into what happens when business partners discover their goals and ambitions are no longer aligned. Joe Burns co-founded an MSP with a shared vision for success, driven by the enthusiasm that characterizes many startup ventures. However, as the business grew, it became clear that Joe and his business partner's visions for the future were vastly different. This realisation wasn't immediate; it crept up over years as the business scaled. Signs of misalignment began to surface, particularly during strategic planning sessions where their different growth ambitions were starkly highlighted. Despite efforts to realign, including engaging with a growth coach and attempting to bridge the gap in their ambitions, the divide only widened. The pivotal moment came when it was undeniable that their differing expectations for the future of the business were too significantly to continue effectively as partners. Working together became uncomfortable and decision making was difficult. Joe's business partner expressed a desire to exit the business, which prompted a series of discussions about the future. Rather than viewing this as a setback, Joe saw an opportunity to assess the true market value of their business and either buy out his partner or sell the business entirely. This led to the decision to sell the MSP, a move that would allow both partners to pursue their individual visions without compromise. Joe candidly shares the mistakes made during the selling process, chief among them being the failure to court multiple buyers. The initial excitement of having an interested buyer led to a 'monotony' situation – a market condition with only one buyer – which ultimately could have jeopardised achieving the best possible sale price for the business. This experience taught Joe the importance of fostering competitive interest when selling a business to avoid undervaluing it. Drawing from his experience, Joe offers invaluable advice for MSP business owners, particularly those navigating the complexities of a partnership:
- Personal Goals Alignment: Ensure there's clarity on personal goals and ambitions from the outset. Regularly revisiting these goals and ensuring they align with the business’s direction is crucial for sustained partnership harmony.
- Prepare Your Business for Sale: Regardless of immediate intentions to sell, structuring your business as if you're preparing it for sale can increase its resilience, value, and attractiveness to potential buyers. This includes making the business operationally independent of the owners.
- Embrace Niching: Focusing on specific sectors or problems can significantly enhance an MSP's market position, making it easier to market and sell solutions. Understanding and addressing the unique needs of a focused client segment can lead to more business and success.
- Community Engagement: The MSP community offers a wealth of support and knowledge sharing. Engaging with this community can provide valuable insights and strategies for growth, as well as support through the challenges unique to the MSP industry.
Joe Burns’ journey illustrates the importance of alignment, strategic foresight, and the invaluable lessons learned through the process of exiting an MSP. For MSP business owners, whether currently in a partnership or contemplating one, this episode offers critical insights into ensuring that your business not only aligns with your personal ambitions but is also strategically positioned for MSP success.
You can connect with Joe Burns on his LinkedIn HERE
If you are in the same place, as Joe Burns did, listen to THIS episode where I asked Stuart how to get aligned with your business partner.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Our chat delved into the nitty-gritty of email security, an area that Ben is particularly passionate about. He explained that despite the abundance of emails, ensuring they reach their destination is becoming increasingly complex due to evolving security measures. This brings us to deliverability and the question: Why is it so hard to get email through these days? Ben pointed out that the landscape of email communication has tchanged significantly, especially with the rise of stringent protocols to combat spam and phishing attempts. This evolution, while necessary, has made it challenging for legitimate emails to navigate through increasing security checks successfully.
The impact of getting it wrong is potentially huge. Ben stressed that failing to understand these complexities can lead to emails being lost in the ether, marked as spam, or not delivered at all, severely affecting business communications and marketing efforts....leading to a loss of customer engagement, and ultimately lost revenue. This is where the conversation turned to the basic settings that people often overlook. Ben highlighted the importance of configuring SPF, DKIM, and DMARC records correctly. These settings are crucial for authenticating your emails and signalling to email providers that your messages are legitimate and should be delivered as intended.
To help overcome these challenges, Ben shared some tools that are crucial for anyone looking to improve their email deliverability. He highlighted DMARC monitoring tools as essential for keeping an eye on your email's performance and identifying potential issues. Another gem Ben shared is GlockApps, a tool that simulates email sends to different providers and reports on where your email ends up – in the inbox, spam folder, or somewhere else entirely. These tools are critical for diagnosing deliverability issues and ensuring that your emails reach their intended audience.
Throughout our conversation, Ben emphasized the importance of not just sending emails, but making sure they are delivered. In today's digital age, where email continues to be a vital communication tool, understanding and implementing the right security measures and settings can make a world of difference. Whether you're in IT, marketing, or running a business, this episode is packed with practical advice and expert insights on navigating the complex world of email deliverability.
For those looking for further information about email deliverability, Ben offers a free email delivery report through Quinset Consulting. This report can provide you with a starting point for understanding how well your emails are performing and what steps you can take to improve. Ben's expertise and practical advice from our discussion offer a roadmap for anyone looking to ensure their emails are not only sent but are delivered successfully every time.
You can connect with Ben Fielding through his LinkedIn HERE
Or visit their website HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking HERE
And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
The crux of today's discussion revolves around the challenge many MSPs face: the constant barrage of communications from clients. This issue not only disrupts the workflow of MSPs but also poses a significant barrier to their growth and scalability. The question arises from an accountability call where clients shared their transformative experiences after implementing strategies to 'train' their clients to adhere to more streamlined communication processes. This revelation sparked a broader conversation on the necessity of redefining client interactions to foster a business environment where MSPs work for their business rather than being incessantly tied down by it.
Stuart and I discussed the inherent contradiction MSPs face: the balance between being exceptionally service-oriented and setting boundaries to manage client expectations effectively. This balance is pivotal, especially for MSPs aiming to transition from being a lifestyle business to building a scalable enterprise. The key to this transition lies in managing client interactions and expectations more strategically.
One of the most poignant insights from our discussion was the realization that often, the clients who demand the most attention are not necessarily the most profitable. This observation underscores the importance of evaluating client relationships based on their value and profitability to the MSP. Stuart shared invaluable tips on how MSPs could navigate this challenge by first identifying the most time-consuming clients and then implementing a systematic approach to redirect their queries to appropriate channels, thereby reducing direct interruptions.
Stuart's advice centred on the importance of data analysis to understand the patterns of client interactions. Keeping a log of client communications can reveal insightful patterns, helping MSPs identify which clients require a recalibration of their service expectations. Following this analysis, Stuart emphasised the need for clear communication and setting up robust systems to manage client inquiries. This includes configuring out-of-office messages and automated ticketing systems to ensure that client requests are addressed promptly without needing the MSP's direct involvement.
Moreover, Stuart highlighted the role of personal time management in mitigating client disruptions. By defining specific times for client interactions, MSPs can significantly improve their productivity and focus on strategic tasks. This approach not only benefits the MSP but also enhances the service quality provided to clients.
As we wrapped up, the key takeaway was the empowerment of MSPs to redefine their client interactions. By implementing strategic changes and setting clear expectations, MSPs can transition from being constantly available to focusing on growth and scalability. This shift not only enhances operational efficiency but also leads to a more profitable and satisfying business model.
At the end of the day, the goal is to build a business that efficiently serves its clients while also allowing the MSP the freedom to focus on strategic growth and personal well-being.
Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK
If you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This tool is designed to help you understand where your MSP stands and what steps you can take to scale profitably and effectively. This will provide you with insights and guidance tailored to your specific needs.
OR to join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart Faulkner's story is a great example that demonstrates that if you understand what you’re really good at and play to your strengths, you can really start to get your business working for you. As the leader of ilicomm Technology Solutions, a growing MSP based in the West Midlands, Stuart found himself at a crossroads. Despite the company's outward success, Stuart felt that the business, and by extension himself, had hit a plateau. It was this realisation that prompted Stuart to seek external guidance, a decision that marked the beginning of a remarkable transformation for both his business and personal life.
Our conversation explores the key factors that led Stuart to redefine his role within ilicomm. One significant turning point was his use of the Genius Model, a framework designed to help individuals identify their strengths and areas of passion. Initially sceptical, Stuart's willingness to embrace this model provided clarity about his role and how best to contribute to his company's growth. By focusing on what he loved and excelled at, and delegating or eliminating tasks that did not align with his strengths, Stuart was able to break free from the constraints that had previously held him back.
The implementation of the Genius Model was just the beginning. Recognising the gaps within the operational aspects of ilicomm led to a strategic expansion of the leadership team. This included the introduction of a Chief Operations Officer and other carefully selected A-players, individuals who are not only skilled but also the right fit for the company's culture and objectives.
Our discussion highlights the profound impact of these changes on both the personal and professional lives of those involved. Stuart and his business partner, Jason, have experienced not just a huge growth in turnover but a significant improvement in their work-life balance. The introduction of a 50-day holiday policy reflects their belief in the importance of rest and rejuvenation for sustained performance and creativity.
"Getting a Genius Out of a Bottle - Success Stories with Stuart Faulkner" is more than just a narrative of business success; it's a blueprint for personal fulfilment and organisational excellence. Stuart's journey underscores the importance of self-reflection, the courage to seek help, and the wisdom to build a team that complements your strengths. For fellow MSPs navigating similar challenges, Stuart's story is a reminder that with the right approach, it's possible to transform both your business and your personal life.
In closing, I encourage all MSP leaders feeling stuck or uncertain about their next steps to consider the insights shared in this episode. Whether it's harnessing your genius, refining your team, or simply finding balance, the journey towards a thriving business and a fulfilling life is well within reach. Stuart Faulkner's success is a genuine example of what's possible when you dare to reimagine your role and reshape your business around your unique strengths.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Throughout our conversation, Stuart offers -useful tips and sheds light on why, in our opinion, MSPs might not require a salesperson to achieve substantial growth. This viewpoint, while potentially controversial, is grounded in extensive experience and observations within the MSP industry. Stuart argues that for MSPs with a revenue of under £2 million, investing in a salesperson may not be the most efficient or effective strategy to generate new leads and foster business growth. Instead, focusing on marketing strategies, client relationship building, account management, and refining service packages could yield better returns without the need for a dedicated sales role.
Stuart highlights something that many MSPs overlook: the importance of understanding your audience and aligning your services to their needs. This approach not only positions your MSP as a problem-solver but also as a partner that understands the unique challenges and opportunities within the sectors you serve. The compound effect of onboarding just one or two ideal clients each year, assuming your service packages are well-designed and profit margins are healthy, can be game-changing for your MSP.
We also talked about how MSPs have a natural advantage in the realm of technology-driven marketing platforms. Given that MSPs inherently understand technology, the real challenge lies in mastering the marketing principles that allow for effective use of this technology. By identifying your target audience and crafting messages that resonate with their needs, MSPs can leverage digital marketing, content creation, and social media to build a robust lead generation engine without the traditional salesperson.
We also considerthe metrics that matter when evaluating the success of your marketing and business development efforts. Stuart stresses that the ultimate measure of success is not the number of likes or hits but the number of quality leads expressing genuine interest in your services. This focus on quality over quantity and the strategic nurturing of leads can position your MSP for sustainable growth.
To sum up, this episode challenges the conventional belief that a salesperson is essential for MSP growth. By utilising targeted marketing, understanding the needs of your audience, and focusing on building strong client relationships, MSPs can achieve remarkable growth without the traditional sales role. It's a thought-provoking discussion that encourages MSPs to reconsider their growth strategies and invest in areas that will truly drive their business forward.
Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK
If you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This tool is designed to help you understand where your MSP stands and what steps you can take to scale profitably and effectively. This will provide you with insights and guidance tailored to your specific needs.
OR to join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Having cash in the bank, a steady stream of clients, and a growing team might seem like indicators of success, but as we explore with Stuart, success in the MSP world is much more subjective than it first appears. Our conversation unpicks the complexities of defining and measuring success in a sector where survival can often overshadow strategic growth.
When starting your MSP, the initial focus is usually on getting the business off the ground rather than defining what success looks like. This survival instinct, while crucial, can later obscure the true potential of an MSP to evolve into a successful, sustainable business. Stuart explains that to transition from merely surviving to thriving, MSP owners need to take a step back and consider their long-term goals. What does a successful MSP look like for them? Is it about scaling up, achieving financial freedom, or perhaps maintaining a comfortable lifestyle while providing top-notch services?
A successful MSP, Stuart argues, is not just about the size but the stability and sustainability of the business. It's about building an asset that not only provides immediate financial rewards but also long-term value. This could mean different things to different owners, whether that's achieving a specific profit margin, securing time for personal pursuits, or ensuring the business can operate efficiently without their constant involvement.
Drawing on his experience, Stuart shares several tips for MSP owners to measure and achieve success in their businesses. He advises focusing on key performance indicators (KPIs) such as cash flow, profitability (including gross and net profit margins), new business acquisition, and the growth and retention of existing clients. These metrics, Stuart notes, are fundamental to understanding the health and potential of an MSP, guiding owners toward strategic decisions that align with their definitions of success.
One standout piece of advice from Stuart is the application of the Profit First methodology. This approach, which prioritises profit allocation to ensure the financial health of the business and its owners, is a powerful tool for MSPs striving to become successful. By adopting such financial practices, MSP owners can gain clarity on their operations, invest in growth confidently, and, ultimately, achieve the freedom and profit they desire.
Throughout our discussion, it becomes clear that a successful MSP is not solely judged by external metrics like size or revenue but by its alignment with the owner's personal and professional aspirations. Stuart highlights the importance of understanding what you want from your business and setting clear, achievable goals that will get you there.
It’s important for MSP business owners to reflect on what success means to them and how they can apply Stuart's insights to their MSP business. Whether it's improving financial management, clarifying business objectives, or enhancing operational efficiency, the path to a successful MSP is subjective and deeply personal.
Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK
If you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
OR to join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart kicks off the discussion by highlighting the enormity of this challenge, especially for MSPs with multiple directors or partners. He emphasises that alignment isn't just about being on the same team; it's about sharing a vision, strategy, and direction. With various dynamics at play, from differing skill sets to diverse personalities, finding common ground becomes paramount.
As Stuart delve deeper on the matter, he sheds light on the common scenarios encountered in MSP partnerships. Often, there's a techie partner and a business-savvy one, leading to clashes in priorities and approaches. However, he stresses the importance of complementary skills and clear delineation of roles, whether it's between partners or within a husband-wife team.
One of the key takeaways from Stuart's insights is the necessity for a shared vision and growth plan. Without a clear roadmap, partners risk pulling in different directions, stunting the growth of their MSP. Stuart underlines the significance of defining success measures, whether it's revenue targets, client acquisition goals, or product penetration rates.
But it's not just about having a plan; it's about regular communication and accountability. Stuart advocates for a rhythm of review, where partners meet regularly to assess progress, tackle challenges, and recalibrate strategies. This structured approach ensures that partners stay aligned and focused on achieving their shared objectives.
In addition to communication, Stuart stresses the importance of holding each other accountable. Partners mustn't shy away from addressing issues or avoiding uncomfortable conversations. By confronting challenges head-on, they can overcome obstacles and propel their MSP towards success.
Wrapping up, Stuart gives us a straightforward advice: get on the same page.
For MSP partners struggling to find alignment, Stuart suggests seeking external help if needed. Ultimately, by aligning their visions, goals, and actions, partners can unlock the full potential of their MSP and navigate towards greater heights of success.
Alignment isn't just a one-time task; it's an ongoing journey that requires communication, collaboration, and commitment.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
As Stuart and I have learned firsthand, being an MSP business owner can feel like a constant struggle to find time for strategic growth, client relationships, and even just a moment to breathe. That's why we're here to share some invaluable insights and strategies to help you shift from being a bottleneck to a delegating dynamo, allowing you to build a business that works for you, not the other way around.
In just two weeks, we've got a game-changing online masterclass coming your way, where we'll be unveiling our secret weapon: the Create More Time formula. Now, normally, this gem is exclusive to members of the MSP Growth Hub, but for this special event, we're opening the doors to everyone. Trust me, you won't want to miss it.
During the masterclass, we'll dive deep into five key steps, including conducting a time audit, mastering the art of delegation, and cultivating accountability and routines that set you up for success. We'll even tackle the age-old challenge of managing client interruptions, because let's face it, we've all been there.
So, mark your calendars for Thursday, the 14th of March at 4:00 PM UK time, and get ready to reclaim your time and sanity. This isn't just another webinar – it's an interactive session where you can bring your burning questions and connect with fellow MSPs who are on the same journey as you.
And hey, if this episode resonates with you (which I'm sure it will), don't keep it to yourself. Share the love with your colleagues who could benefit from a little less overwhelm and a lot more productivity. After all, we're in this together.
Remember: you're not just a slave to your inbox or a servant to your schedule – you have the power to take back control of your time and your business. So go out there and make it happen. Have a fantastic weekend, and I'll catch you on the flip side.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
One key takeaway from our conversation with Keith is the importance of taking a proactive approach to security rather than simply relying on reactive measures. Keith emphasises the need for regular checking and monitoring, stressing that security should be someone's whole responsibility within the MSP team. By implementing thorough ticket triage and actively protecting against potential threats, MSPs can instil confidence in their clients and demonstrate their commitment to safeguarding their systems.
Change control emerges as a fundamental aspect of maintaining security within an MSP environment, according to Keith. Understanding what changes are being made and ensuring they align with regulatory compliance is crucial for mitigating risks and avoiding potential litigation. By establishing robust change control procedures, MSPs can minimise the likelihood of security breaches and protect both their own business and their clients'.
Moreover, Keith highlights the importance of access control in securing MSP environments. With MSPs being lucrative targets for cyberattacks due to the potential access they hold to multiple clients' systems, it's essential to tighten access controls and implement multi-factor authentication measures. By prioritising access control, MSPs can significantly reduce the risk of unauthorised access and mitigate the impact of potential security breaches.
During our discussion, Keith also stresses the significance of regular audits and assessments to ensure that internal processes are functioning effectively. By conducting random audits and scrutinising key metrics such as admin account activity and patching success rates, MSPs can identify potential vulnerabilities and address them proactively. This proactive approach not only enhances security but also instils confidence in clients by demonstrating a commitment to ongoing improvement and vigilance.
Furthermore, Keith advocates for a risk-based approach to client communication and service delivery. By engaging in conversations about clients' business objectives and critical processes, MSPs can tailor their services to meet specific needs and priorities. By aligning service offerings with clients' recovery time objectives (RTO) and recovery point objectives (RPO), MSPs can provide targeted solutions that address clients' most pressing concerns and minimise downtime in the event of a security incident.
In summary, this episode underscores the importance of proactive security measures and risk-based approaches in the MSP space. By prioritising regular monitoring, robust change control, access management, and client communication, MSPs can enhance their security posture, mitigate risks, and deliver value-added services that meet clients' evolving needs and expectations.
Connect with Keith Hayes on LinkedIn by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
First up, let's talk about the importance of knowing your numbers. I can't stress this enough - understanding your finances inside out is absolutely crucial if you want to achieve long-term success in this game. It's not just about glancing at your bank balance now and then; it's about diving deep into your P&L, getting to grips with your cash flow, and knowing exactly where every penny is coming from and going to. Remember, your bank balance alone does not reflect the true health of your business. By getting a solid grasp on your numbers, you'll be better equipped to make informed decisions, identify areas for improvement, and ultimately, boost that MSP profitability.
Next, let's talk about client analysis. Your clients are the lifeblood of your business, but not all clients are created equal. It's time to take a long hard look at your client base and identify which ones are really driving profitability and which ones might be holding you back. Are there any clients who are consistently draining your resources without providing a decent return? It might be time to have that tough conversation and either renegotiate terms or part ways altogether. By focusing your efforts on the clients that truly value your services and contribute to your bottom line, you'll be well on your way to maximising your MSP profitability.
And finally, let's not forget the importance of regular client reviews and feedback. Communication is key in any business relationship, and your clients are no exception. Take the time to check in with them regularly, gather feedback on your services, and identify any areas for improvement. Not only will this help you to strengthen your existing client relationships, but it will also provide valuable insights that can inform your future business decisions. After all, happy clients are more likely to stick around and continue contributing to your MSP profitability in the long run.
So, there you have it, folks - three killer tips for maximizing your MSP profitability. Remember, profitability isn't just about making money; it's about building a sustainable business that works for you. And by following these simple yet effective strategies, you'll be well on your way to achieving just that.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
One of the key takeaways from our conversation is the importance of prioritizing self-care, particularly in the realms of sleep, nutrition, and exercise. Claire emphasizes the significance of refuelling and recharging our bodies to maintain peak performance, especially in high-stress environments like the MSP industry. By focusing on sleep quality and adopting small lifestyle changes, such as time chunking and delegating tasks effectively, we can enhance our productivity and overall well-being.
We discuss the detrimental effects of procrastination and perfectionism, which often lead to paralysis and hinder growth in business. Claire encourages MSP owners to dare to delegate and trust their teams, recognizing that withholding tasks deprives others of the opportunity to contribute and stifles business expansion. Through clear communication, understanding team strengths, and setting realistic expectations, we can foster a culture of trust and collaboration within our organizations.
Furthermore, Claire highlights the power of co-working sessions and time tracking tools in boosting productivity and accountability. These practices, whether conducted virtually or in-person, provide a supportive environment for MSP professionals to stay focused and motivated while tackling their tasks. By implementing these techniques, individuals can gain valuable insights into their work habits, identify areas for improvement, and ultimately achieve greater efficiency and satisfaction in their roles.
In addition to practical strategies, Claire emphasizes the importance of mindset shifts in overcoming overwhelm. By adopting a proactive approach to managing tasks, breaking them down into smaller, manageable chunks, and celebrating incremental progress, individuals can cultivate a sense of empowerment and control over their workload. Through self-reflection and regular check-ins, MSP owners can identify areas of improvement, set realistic goals, and create a roadmap for success in their personal and professional lives.
As we wrap up our conversation, Claire leaves us with a powerful reminder to take a step back, assess our priorities, and seek support when needed. By acknowledging our limitations and embracing a growth mindset, we can navigate the challenges of overwhelm with resilience and grace.
To connect with Claire and learn more about her work in supporting MSP business owners, you can find her on LinkedIn at Claire Jenks or simply click HERE. You can also visit her website at clairejenks.co.uk. And if you're interested in exploring co-working opportunities with Claire, be sure to check out clairejenks.co.uk/coworking-msp for more information.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Remember, you don't have to tackle overwhelm alone. Together, we can take control of our time, elevate our productivity, thrive, and scale your MSP business with confidence. Until next time, look after yourself and I’ll catch up with you soon!
Whether it's the struggle to find quality candidates or the uncertainty of what roles to fill, recruitment can indeed be a daunting task. But in this discussion with Jane Matthews, we explored the transformative power of a cultural fit in your MSP and how it can make a significant difference in your employee engagement and team-building efforts.
We started our conversation by addressing the state of recruitment in the post-COVID world. Jane highlighted that we've transitioned from an employee-driven market to an employer-driven market and are now settling into a hybrid model. However, she emphasized the importance of accommodating different generations in the workforce, understanding their unique needs and expectations, especially in a hybrid working environment.
One key takeaway from our discussion was the significance of defining and maintaining a strong company culture. Culture goes beyond just a set of values; it encompasses how your team behaves, communicates, and approaches problem-solving. Jane made a compelling point that values should align with not only the business owner's beliefs but also with the expectations of clients and the team. Culture isn't just something you create; it should also evolve naturally within your organization.
Janecoined the term "behaviour stack" to help MSPs distinguish between technical skills (tech stack) and behavioural traits. By focusing on the behaviour stack, you can identify what traits make your best team members stand out. Do they excel in communication, teamwork, or going the extra mile? By pinpointing these behavioural traits, you can ensure that new recruits fit seamlessly into your team's culture.
Creating a positive culture involves more than just declaring an open-door policy. It requires consistent effort, engagement, and genuine interest in your team's well-being. Jane emphasized that business owners should actively seek feedback, ask about personal lives, and show that they have time for their team members. It's all about building trust and creating a comfortable environment where everyone feels valued and heard.
We also explored the concept of nurturing and growing talent from within your organization. Jane pointed out that many employees leave their jobs because they feel stuck or don't see opportunities for growth. Regular one-to-one meetings between managers and team members can help identify their strengths and interests, ultimately leading to a more engaged and motivated workforce.
In conclusion, Jane shared three essential tips for MSPs looking to strengthen their recruitment and team-building efforts in 2024:
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Understand Your Team's Behaviour Stack: Take the time to identify the behavioural traits that make your best team members stand out. This will help you find candidates who are not only skilled but also culturally aligned with your organization.
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Embrace Consistent One-to-One Meetings: Regular one-to-one meetings with your team members are crucial for building trust, understanding their needs, and uncovering opportunities for growth and development.
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Play to Your Team's Superpowers: Recognize and leverage the unique strengths and talents of your team members. Encourage them to pursue personal development and align their superpowers with your business goals.
Remember, building the right team with the right cultural fit can be a game-changer for your MSP. It's all about fostering a positive, engaging work environment that empowers your team to excel and drive your business forward.
To connect with Jane Matthews and continue the conversation, reach out to her through LinkedIn by clicking HERE or you can reach out to her via email at jane@wildcatcareers.co.uk
Check out Wildcat Careers through their website HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Darren kicks things off by emphasizing the critical importance of having a Unique Selling Proposition (USP) in the MSP sector. In a market saturated with providers, standing out is a challenge, and your USP is your secret weapon. Often, MSPs fall into the trap of offering generic USPs like quick response times or dedicated account managers. Darren advises us to dig deeper. He suggests that we ask our existing clients what made them choose our services and what they value most. This feedback can uncover the unique strengths that can set your business apart.
But having a USP is just the beginning; it must be embedded within the very culture and operations of your company. Darren suggests creating a service catalogue that outlines precisely how your USP is consistently delivered across all aspects of your business. This not only ensures clarity but also helps build trust with your team and clients alike.
Then we tackle a challenge many of us are facing in the post-pandemic world: managing a hybrid workforce, where some employees are remote, and others are in the office. Darren offers some valuable insights into how to maintain an engaged and connected workforce in this scenario. One tip for getting everyone involved, whether in the office or remote, is to act as if they are all remote. In meetings for example, it's crucial to ensure that everyone has the same experience. By having everyone join the meeting remotely, you create an equal footing, fostering better engagement among team members.
Throughout our conversation with Darren, the recurring theme is the need for consistency and execution. He stresses that building a scalable and profitable MSP is a journey that requires a long-term commitment. Quick wins and shiny new toys might be tempting, but the real key is maintaining consistent messaging and execution. Darren's advice is to plan your value creation over a minimum of five years, ensuring that your entire team is aligned with your mission.
We then circle back to the heart of service delivery and the MSP industry. Darren reminds us that an MSP needs to be a sales and marketing-focused business, not just a technical one. The success of your business is intricately linked to your USP. It's not enough to claim that you're different; you need to prove it through your actions. Trust and belief in your operations are essential for your sales team to effectively communicate your USP to potential clients.
Darren highlights the common mistake of offering generic USPs, such as speedy response times or long-term partnerships. These clichéd claims won't set you apart from your competitors. Instead, he advises us to delve deeper into what makes us unique. This is where your existing clients can be invaluable. Ask them why they chose your services, and let their feedback guide the development of your USP.
Darren encourages MSPs to think long-term. Building a scalable and profitable MSP is a journey that requires planning, consistency, and execution. Don't be swayed by quick wins; stay true to your mission and ensure that every aspect of your business, from culture to operations, reflects your unique selling proposition. Your USP is your beacon in the crowded MSP industry, and by aligning your entire team with it, you'll be well on your way to success.
Connect with Darren Strong on his LinkedIn by clicking HERE
Or you can also check out Scalable MSP through their website by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Mark Taylor, the CTO and co-founder of Chorus, a 24-year-old traditional MSP with a strong Microsoft focus, provided a wealth of knowledge on this subject. He explained that Chorus has three core streams: traditional managed services, a Microsoft-focused Dynamics practice, and a security web practice that has been operating for about five years.
The discussion started with a focus on the evolving threat landscape over the past 18 months. Mark emphasized that security breaches can often be triggered by the simplest mistakes, such as leaving a back door open. MSPs are increasingly targeted by cybercriminals, making security a paramount concern for both MSPs and their clients.
Mark highlighted that, historically, businesses viewed security as locking the gates and fortifying their defenses. However, this approach is outdated. Even if you build strong walls, determined attackers will find a way in. Instead, the new perspective is to assume that they will get in eventually and focus on quickly detecting and responding to threats. This resilience-driven mindset is essential for protecting both MSPs and their clients.
When it comes to starting the journey into managed security services, Mark stressed the importance of implementing basic security hygiene effectively. Properly implemented Multi-Factor Authentication (MFA) is a key component in reducing risks, with studies showing that 98% of risks can be mitigated through these basic measures. Additionally, Mark highlighted the shift from traditional antivirus solutions to Endpoint Detection and Response (EDR) or Managed XDR (Extended Detection and Response) services, which provide more comprehensive threat detection and response capabilities.
Mark clarified that the term MSSP (Managed Security Service Provider) has evolved over time and is now broadly applicable to most MSPs. Even if MSPs are not offering full-blown 24/7 security operations centre (SOC) services, they are still engaging with security discussions and implementing essential security measures. It's a matter of varying degrees of specialization and service offerings.
The conversation then turned towards Chorus's journey in building its own Cyber Security Operations Center (CSOC). Mark explained that their decision to invest in a CSOC stemmed from the need to provide enhanced security services to their larger clients. They recognized the need for faster threat detection and containment, which is achievable with a dedicated CSOC.
Ian inquired about the different security layers within MSPs, including the help desk, the Network Operations Center (NOC), and the Security Operations Center (SOC). Mark clarified that the SOC primarily focuses on monitoring and responding to security threats, ensuring rapid detection and containment. While some MSPs choose to handle security alerts within their organization, others outsource these functions to specialized providers.
They also discussed the differences between Managed Detection and Response (MDR) and Managed Extended Detection and Response (MXDR). MDR initially focuses on protecting endpoints, whereas MXDR extends its scope to cover additional security measures, such as monitoring sign-in logs on domain controllers and analysing email traffic in greater detail. The choice between MDR and MXDR depends on the MSP's and clients' specific needs and risk profiles.
The conversation touched on the adoption of Microsoft's security solutions, with Mark highlighting the attractiveness of Microsoft 365 Business Premium, which includes Defender for Endpoint. Many clients already have these licenses and may opt to leverage Microsoft's security offerings, reducing the need for third-party solutions.
Finally, they delved into the role of Artificial Intelligence (AI) in shaping the future of cybersecurity. AI is rapidly becoming an integral part of security operations, providing quicker insights and decision-making capabilities. While AI enhances security measures, it is not a replacement for human expertise but rather a tool that supports and enhances the capabilities of security professionals.
In conclusion, this episode with Mark Taylor shed light on the evolving landscape of managed security services and the crucial role they play in safeguarding MSPs and their clients. As the threat landscape continues to evolve, it is essential for MSPs to consider adopting managed security services and choose the right security measures to protect their clients effectively.
Connect with Mark Taylor on his LinkedIn by clicking HERE
Or you can also check out Chorus through their website by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
The Value of Consistency and Self-Investment
Meg starts by emphasizing the importance of consistency in building a high-performing team. To achieve this, business owners need to invest time in learning and growing themselves. Consistency, combined with self-investment, leads to the development of valuable managerial skills. Business leaders should focus on continually improving their skills, aligning their values with their team, and driving the company's mission forward.
The Role of Managers and Team Leaders
Meg highlights the critical role of managers and team leaders in nurturing talent. They should be willing to be vulnerable and acknowledge that their team members may possess more knowledge in certain areas. To effectively manage and lead, it's crucial to value your managerial skills and provide your team with the opportunity to develop and grow.
The Importance of High-Performing Teams
We discuss what a high-performing team looks like. It's not just about meeting targets or solving technical issues. High-performing teams engage in conversations about client opportunities, innovation, and continuous improvement. They value open communication and encourage team members to share their thoughts and ideas for improvement.
Getting the Onboarding Process Right
Meg shares insights into the onboarding process, which goes beyond simply orientating new hires to your business. It's about helping them become high-performing team members who understand your culture, values, and objectives. Setting clear 30-60-90 day plans, defining what success looks like in the role, and consistently monitoring progress are key elements of effective onboarding.
Individual Contributor Skills
For individual contributors who are not managing teams, Meg outlines three critical skills: proficiency, teamwork, and daily discipline. These skills include technical expertise, alignment with company values, and maintaining strong daily routines. The role of a manager is to support individual contributors in developing and honing these capabilities.
The Shadow of the Leader
Leaders must look in the mirror and assess their own behaviour and actions. Their conduct sets the tone for the entire team. Effective leadership involves being open, involving the team, and being willing to admit when improvements are needed. Your team can provide valuable insights into areas where your business can become better.
Simplifying the Process
Meg's advice is to keep it simple. Start by investing time and effort into the hiring process and consistently monitor and support your new hires. Don't overcomplicate things. Consistency and self-investment will lead to significant improvements over time.
Hiring the right candidate is only the first step towards building a successful team. To truly thrive, businesses must invest in their leadership skills, value their managerial abilities, and foster high-performing teams that are aligned with their culture and mission.
A simple yet consistent approach, combined with continuous self-improvement, will lead to a radical transformation in your business.
Connect with Meg Fenney on LinkedIn by clicking HERE or reach out via email at meg@hrdownload.co.uk to learn more about her insights and expertise.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Myth #1: Marketing is a One-Time Event
Paul Green kicks things off by dispelling the myth that marketing is a one-time event. Many MSPs mistakenly believe that a single campaign or event will bring them a flood of clients. In reality, marketing should be a consistent, ongoing effort. As Paul aptly puts it, "Marketing is a bit like feeding a garden; you need to keep watering it if you want it to grow."
Myth #2: Marketing Requires a Huge Budget
Our discussion then delves into the misconception that effective marketing requires a significant financial investment. Paul emphasizes that marketing doesn't have to break the bank. He highlights the importance of delivering the right message to the right audience at the right time, often achievable without a substantial budget. Success lies in targeting the ideal prospects and building trust over time.
Myth #3: You Must Hire a Marketing Agency
Paul acknowledges the value of marketing agencies but urges MSPs to tread carefully when considering this route. He emphasizes the need for honesty when choosing an agency, ensuring they align with your core competencies. While agencies can be beneficial, he advises against hiring one if you expect immediate results. Patience and collaboration are key to success when working with marketing agencies.
Myth #4: Marketing is All About Digital
In our fourth myth, we address the misconception that marketing is solely a digital endeavor. While digital marketing is crucial, Paul encourages MSPs to incorporate physical marketing elements into their strategy. From personalized IT services buyers' guides to printed newsletters, offline marketing can set you apart in a crowded digital landscape.
Myth #5: You Must Beat All Your Competitors
The final myth we tackle is the belief that you must outperform all your competitors in the market. Paul dispels this notion by highlighting the importance of distinguishing yourself from just a couple of key competitors. By consistently implementing a daily, weekly, and monthly marketing system, you can steadily gain an advantage over others in your space.
In a year filled with economic uncertainties and rapidly advancing AI technologies, we explore how MSPs can adapt their marketing strategies for 2024. Paul acknowledges the lasting impact of the pandemic on consumer behaviours but suggests that most of the marketing fundamentals remain unchanged. He advises MSPs to embrace AI as an assistant rather than handing over their entire marketing strategy to automated tools.
As our conversation comes to an end, we reflect on the significance of educating prospects and clients about AI in a relatable way. Paul highlights the opportunity for MSPs to become trusted guides in the world of AI by demystifying its complexities for ordinary business owners.
Remember, marketing is an ongoing process, and consistency is key.
Connect with Paul Green on his LinkedIn profile HERE
Or check out Paul’s website HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
One of the fundamental concepts we explore is whether you'll choose to be a competitor or a creator in 2024. It's a choice that can significantly impact the trajectory of your MSP. Competing means constantly fighting for a share of the existing pie, believing resources are limited, and you need to outwork the competition. But is that the best approach?
Stuart encourages MSPs to consider becoming creators instead. This mindset shift involves innovating, focusing on what you can build uniquely, and differentiating your business from the competition. Rather than fighting for scraps, become the creator of something new, something that resonates with your target audience, and ultimately, something that sets you apart from the crowd.
We start our journey towards a successful 2024 with a focus on culture and character within your MSP. Creating a thriving culture is crucial for attracting and retaining the right team members. When your team aligns with your vision and values, it's a powerful driver for success. Don't just assume your culture is fine; define it, communicate it, and demand it from your team.
Next up, we explore harnessing ambition. This involves strategic planning, accountability, and getting your head in the right space to achieve your goals. You can't expect to compete or create effectively without a clear vision and a strategy to get there.
Effective communication of your plan is key, so consider regular one-on-one meetings, monthly management gatherings, or other mechanisms to ensure everyone in your MSP understands and aligns with your strategy for 2024.
Sales and marketing are often where MSPs feel they must compete with others, but it doesn't have to be that way. You can take a more creative approach to your lead generation efforts. This means creating a marketing strategy that truly resonates with your target audience and provides value. Stop guessing and commit to a long-term strategy that's tailored to your unique strengths and weaknesses.
Building your dream team is a critical part of scaling your MSP in 2024. You can't do it all on your own, and you shouldn't try to. Identify the key team members who will form the foundation of your success, and then make sure you have the right people in those roles. It's not just about skills; it's also about attitudes and alignment with your vision.
Consider whether some team members need to step up or if it's time for them to move on, making way for new talent that better fits your future goals.
As we embrace the possibilities of 2024, keep an eye on our website for an upcoming masterclass on building your dream team. We're excited to continue helping MSPs like you thrive and grow in the year ahead.
Stuart and I are thrilled about the journey ahead in 2024. We're not just looking forward to helping more MSPs scale and succeed; we're also excited about having some fun along the way.
So, as we raise our virtual glasses to toast the new year, remember that you have the power to choose whether you compete or create. Make 2024 matter for your MSP by creating something new, something unique, and something truly remarkable. Here's to a successful and fulfilling year ahead for all of us. Cheers!
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Thank you for tuning in to the IT Experts Podcast, and we'll be back soon with more valuable insights and expert advice to help you on your MSP journey in 2024 and beyond. Happy New Year!
So, it seems apt as we recap our top 4 episodes, that we start with one of the most common challenges we see facing MSPs - knowing where to start when it comes to growing their businesses.
In Episode 139, titled "Where Do I Start When I Want to Grow My MSP?" we addressed this common hurdle. Many MSPs struggle to navigate the overwhelming amount of support and resources available. The key takeaway here is that finding the right starting point is crucial. Building a clear growth plan is the first step in the journey.
In Episode 146, "How Do I Get Fresh New Leads for My MSP?" we delved into another challenge faced by MSPs – acquiring new leads. We highlighted the importance of understanding your ideal client and focusing on quality over quantity. Rather than chasing after every lead, MSPs should resonate emotionally with the right clients. Building a clear picture of your target audience simplifies your marketing efforts and boosts your chances of success.
One standout episode this year was Episode 144, with our leadership coach Julie Hutchison. Titled "The Art of Having a Difficult Conversation," this episode explored why MSP business owners often struggle with having challenging discussions with their team members.
It's a common issue because, as MSPs, we're comfortable with technology, which doesn't argue back. However, dealing with people and addressing issues head-on can be daunting. Julie provided valuable insights into effective communication and leadership, making this episode a standout hit.
One of the most common challenges faced by MSPs is finding more time in their day. In Episode 140, aptly titled "How Do I Find More Time in My Day?" we tackled this issue head-on. The time crunch can often leave MSP owners feeling overwhelmed. The key takeaway here is to remember that you're in control of your time. By prioritizing tasks, delegating, and focusing on what truly matters, you can reclaim valuable time and enhance your productivity.
As we wrap up 2023, it's essential to reflect on our accomplishments and plan for the future. The MSP community has grown stronger, and there are endless opportunities ahead. Remember, you're in control of your destiny. Consider what will make 2024 even better than this year. As the MSP Growth Hub continues to expand, we invite you to explore our resources, webinars, and our active Facebook group, "Scale with Confidence."
If you're unsure about the next steps in your MSP journey, take our MSP Mastery Quiz on our website. It will help you gain clarity on your goals and point you in the right direction. And when you're ready, reach out to us for a chat. We're here to help you get closer to achieving your vision of running a profitable business that doesn't run you.
2023 has been an exciting year for MSPs, filled with growth, challenges, and valuable lessons. As we close the chapter on this year, we want to express our gratitude to all our listeners, clients, and friends in the MSP community. Your support has been instrumental in the success of the IT Experts Podcast.
So, enjoy the holiday season, take some time to recharge, and let's gear up for an even more incredible year ahead in 2024. Remember, you're in control of your destiny – make it count!
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Thank you for tuning in, and we look forward to catching up with you in the new year. Cheers!
Building the right team and establishing a well-structured workforce is essential for any MSP looking to scale and thrive. Stuart shares his invaluable insights on this often-challenging topic, shedding light on why it's such a crucial issue and offering practical tips to help you get it right.
Understanding the Challenge
As Stuart explains, creating the ideal people structure within your MSP is a challenge because it revolves around, well, people. Managing a team, particularly as your MSP grows, becomes one of the most complex and significant tasks. It's not just about hiring the right individuals; it's about ensuring they work together harmoniously and efficiently towards your common goals. As MSPs expand, they often encounter frustration due to the complexities that come with scaling a team, and this episode aims to address those frustrations head-on.
Planning Your People Structure
One of the first key principles Stuart highlights is the importance of planning your people structure for the future. It's not merely about tweaking your existing team; it's about envisioning what your business should look like down the road. Stuart encourages MSP owners to think about the roles they'll need to fill, whether in finance, sales, or operations, to make the business work for them rather than the other way around. With hybrid working and remote setups becoming increasingly prevalent, planning becomes even more critical.
Understanding Your Current Team
Stuart emphasises the need to thoroughly understand your current team – who they are, what roles they fill, their skills, and their behaviours. Many MSPs make the mistake of keeping underperforming employees due to familiarity, even when they know deep down that these individuals aren't pulling their weight. Identifying and addressing these issues within your existing team can significantly impact your business's growth and success.
Aligning Skills and Ambitions
Stuart touches upon the importance of aligning the skills and ambitions of your team members with the roles they occupy. Not every senior technician is suited to be a Service Delivery Manager, and not every junior tech wants to tackle project work. It's crucial to understand not only what people want to do but also where they excel and where they find their "flow." This alignment can significantly boost productivity and engagement within your MSP.
Recruiting to Fill the Gaps
Once you have a clear understanding of your future organizational structure and your team's skills and aspirations, the next step is to recruit to fill the gaps. Stuart suggests hiring individuals who possess the skills needed to support your business's growth. Additionally, consider developing existing team members by aligning their interests and ambitions with the roles you require.
Dealing with Mediocrity
Stuart highlights the damaging impact of tolerating mediocrity within your team. If you have team members who don't align with your company values, fail to meet performance standards, or lack commitment, it can hinder your MSP's growth and success. Addressing performance and behavioural issues head-on, even if it involves difficult conversations, is crucial for developing an effective people structure.
In conclusion, shaping the people structure of your MSP is a critical endeavour that requires careful planning and alignment. Stuart's insights in this episode shed light on the common challenges MSP owners face and offer practical steps to address them. By understanding your team, aligning their skills and ambitions, and being proactive about performance issues, you can create a workforce that not only supports your growth but also enables your MSP to thrive in a rapidly changing industry.
We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
In this episode, Julie and I delve into the world of MSP sales, offering you practical strategies to enhance your sales process and build stronger relationships with your clients. We understand that selling can be a daunting task, especially for tech-savvy individuals, but fear not – we're here to help you navigate the path to more sales and greater success.
The Six Human Needs
Julie introduces us to the concept of the "Six Human Needs," a framework popularized by Tony Robbins. These needs underpin human behaviour and influence our decision-making. By understanding and addressing these needs, you can better connect with your clients and tailor your approach to their unique requirements.
Certainty and Uncertainty: People have a need for both security (certainty) and variety (uncertainty). Some seek stability, while others crave excitement and change. Recognising where your clients fall on this spectrum is crucial for meeting their needs.
Significance: Everyone wants to feel important and valued. It's essential to make your clients feel like they matter and that you genuinely care about their success.
Connection: We all yearn for human connection and a sense of belonging. If you can foster a sense of community or teamwork with your clients, it can make a significant impact on your sales relationships.
Growth: Some clients are driven by the desire to learn and grow. Highlight how your services can help them develop and improve, catering to their thirst for knowledge.
Contribution: Many people have a strong desire to give back or make a positive impact. If your company has a charitable component or contributes to a greater cause, share that with your clients to create a deeper connection.
Julie explains that by identifying which of these needs resonate most with your clients, you can tailor your sales pitch to align with their values and desires. This approach helps you build trust and rapport, making it easier to secure more sales.
Applying the Six Human Needs in Sales
Now that we understand the Six Human Needs, Julie and I discuss how to apply this knowledge in a sales context. It all comes down to active listening and adjusting your approach accordingly. By genuinely hearing what your clients are saying and understanding their needs, you can better position your products or services to meet those needs.
We emphasize the importance of using frameworks like the Decision Maker Map and behavioural profiling (like DISC) to gain a comprehensive understanding of your clients. This enables you to tailor your sales pitch effectively and demonstrate how your offerings align with their desires.
In conclusion, Julie leaves us with two invaluable tips for boosting your sales:
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Don't Wear Your Locker Pants: In other words, don't impose your technical expertise and jargon on clients. Instead, meet them where they are, understand their needs, and guide them on their journey – just like Ian's amusing running track analogy.
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Listen and Adapt: Pay close attention to what your clients are saying. Listen for clues about their needs, whether it's a desire for security, a sense of belonging, or a thirst for knowledge. Then, adapt your sales approach to address these needs, making your clients feel heard and valued.
Julie Hutchison's insights in this episode offer a fresh perspective on sales – one that prioritises the human aspect of business relationships. By understanding and fulfilling your clients' core needs, you can increase your sales success and build long-lasting connections with your clients. So, remember, it's not just about the technical stuff – it's about them.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Stuart begins by emphasising the importance of scrutinising costs, both in your personal finances and within your MSP. It's astonishing how often we overlook those small monthly subscriptions that add up over time. Stuart shares a recent example of a client who discovered £2,300 in unnecessary recurring costs, equivalent to a full-time engineer's salary. So, a quick win for boosting your MSP's cash flow is to regularly review your expenses.
Knowing your numbers is the next crucial step. Stuart highlights that it's not just about tracking money in and out; it's about understanding the components of your financial picture. This means breaking down your income into categories like contract revenue, support revenue, and hardware revenue, and then examining your gross and net profit on these streams. By having a detailed grasp of your numbers, you can confidently forecast your financial future and make informed investment decisions.
Another vital aspect Stuart touches upon is client analysis. Your clients hold the key to more cash in your MSP. Analyse their spending, profitability, and the technology solutions they use. Are they getting the most out of your services? Are there opportunities to upsell or streamline their tech stack? By digging into these questions, you can identify areas for growth and profitability.
Account management is our fourth tip, and it's closely tied to client analysis. Having a systemized account management process in place helps you stay on top of your clients' needs. This process ensures that you're not just meeting their current requirements but also anticipating their future needs. By doing so, you can confidently plan investments, knowing that they align with your clients' evolving tech roadmaps.
We also touch on the time thieves that often go unnoticed within an MSP. These can be inefficiencies, overlooked opportunities, or clients who aren't as profitable as they should be. Identifying and addressing these time thieves can significantly impact your bottom line.
In conclusion, the path to "more cash" in your MSP involves cost management, a deep understanding of your financial numbers, thorough client analysis, and an effective account management process. As Stuart rightly points out, profit is everything, and by taking the time to delve into these areas, you can unlock hidden opportunities for growth and ensure your business works for you rather than the other way around.
Remember, building a profitable MSP is about more than just accumulating cash in the bank. It's about creating a sustainable, thriving business that supports your long-term goals. So, take Stuart's advice to heart and start your journey towards "more cash" in your pocket and a more profitable MSP today.
We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Stuart begins by emphasising the significance of existing clients, referring to them as the "Golden Goose" of your business. The key, he says, is optimising the relationship and revenue you have with them. Many MSPs leave a significant amount of recurring and one-off revenue on the table when they neglect their existing clients. The goal is to encourage your "Golden Goose" to lay more golden eggs, and this episode is all about how to achieve that.
Stuart shares a compelling example of a client who put seven figures of additional revenue into their business in less than 12 months by focusing on their existing client portfolio. It's a testament to the potential that often lies untapped within your current client base.
So, why do many MSPs struggle with this? Stuart pinpoints a common problem: getting in your own way. It's easy to become overwhelmed with day-to-day tasks and neglect the crucial aspect of account management. But, as Stuart suggests, there are a few key strategies that can transform your business, and it all starts with overcoming these obstacles.
One of the most fundamental steps is pricing. Stuart emphasizes the importance of charging the right amount for your services. Many MSPs have outdated pricing structures, and it's crucial to align them with the value you provide. Stuart recounts a story of a client who was hesitant to raise prices because they feared losing clients. However, after realizing the potential for additional profit, they took action, and it's poised to transform their business.
Stuart and I discuss the simplicity of the process when you have a well-defined strategy. It begins with understanding the profitability of each client and categorising them based on their value to your business. Not all clients are equal, so it's essential to prioritise your efforts.
Once you've graded your clients, it's time to standardise your packages and communicate changes. Stuart suggests starting with a gentle approach, perhaps by announcing price increases for the upcoming year. Surprisingly, most clients won't raise objections, and you'll find that the majority accept the changes without much fuss.
The next stage in the account management process is to establish a rhythm of review and communication with your clients. This ongoing dialogue ensures that their technology roadmap aligns with your services, and it fosters a win-win relationship. Stuart underlines that this process doesn't have to be overwhelming. By breaking it down into manageable steps, you can systematically work through your client base.
In conclusion, the episode's core message is clear: don't overlook your existing clients. They hold immense potential for revenue growth and profitability. By following a structured approach that includes pricing optimisation, client categorisation, and regular communication, you can unlock the hidden treasures within your client base. Your existing clients are indeed your "Golden Goose," and it's time to help them lay more golden eggs for your MSP.
So, if you're eager to harness the power of your existing clients and want to learn more about account management, take the Scale with Confidence MSP Mastery Quiz. It's a quick three-minute assessment that provides a 360° scan of your MSP and offers a personalised report with actionable insights.
Don't let these opportunities slip through your fingers – start cultivating those golden eggs today!
We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Again, if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Defining A-Players
So, what exactly are A-players in the MSP world? Stuart breaks it down for us. A-players are those individuals who are not just content with the status quo. They have the drive to step into their full potential in their careers, often going above and beyond their job description. These are the people who aspire to lead, innovate, and make a significant impact on your MSP.
If you're an ambitious MSP looking to scale confidently, A-players are the ones you want on your team.
The Consequences of Not Having A-Players
If you find yourself wondering why your team isn't taking ownership or driving your MSP forward as you'd like them to, it might be time to assess your team's composition.
When you lack A-players, you often end up micromanaging, leading, and directing your team continuously. This can be draining, hindering your MSP's growth potential. It's that moment when you think, "Why can't others in my team take initiative like I do?" Recognizing this tipping point is crucial.
Why Don't People Hire A-Players?
The hesitation to hire A-players often stems from fear. There's the fear of investing a significant sum in a talented individual. The fear of making the wrong hiring decision and ending up back where you started. Some MSP owners also grapple with imposter syndrome when considering hiring someone older, more experienced, or more qualified than themselves.
The fear and procrastination can be real roadblocks to growth.
Here are Stuart’s 5 key steps on how you can start finding A-players in your MSP:
- Planning for the Future: Start by envisioning what your team should look like in three to five years. Plan out the functional roles you need to relinquish and the people you need to hire to allow you to focus on the more critical aspects of your MSP.
- Hiring the Best: Be brave and don't shy away from hiring people who are better, more experienced, and qualified than you. Look for the right fit and alignment with your company culture, regardless of their age or experience. This step may require an investment, but it's often worth it.
- Quantify the Recruitment Process: Implement a structured recruitment process. Develop a set of interview questions and scoring criteria. Focus on finding evidence to back candidates' claims rather than taking things at face value. This approach ensures objectivity in your hiring decisions and helps you identify the right person for the job.
- Onboarding and Engagement: Once you've found your A-player, keep them engaged even before they officially join your team. Regularly touch base, send postcards, and invite them to events to ensure they feel connected. On the first day and beyond, create a 100-day plan for them to make sure they integrate smoothly into your MSP.
- Investing for the Right Person: Be prepared to pay more for the right individual. Depending on your MSP's size and ambition, you may need to offer competitive salaries to attract top talent. Remember, it's an investment that often pays off when you have the right A-players driving your MSP forward.
As an MSP business owner, recognizing the need for A-players in your team is the first step towards unlocking your business's true potential. These exceptional individuals can help you scale, innovate, and lead with confidence. Don't let fear or procrastination hold you back from making the necessary changes to your team composition.
With the right planning, recruitment process, and commitment to onboarding, you can set your MSP on the path to success. So, embrace the challenge of finding and nurturing A-players, and watch your MSP thrive like never before.
As an additional resource that will help you find those A-players, listen to Episode 143 (and 4th episode of the Ask Stuart series!) which is where we asked Stuart, how to get more out of my team?
We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
And if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
The Importance of Quality Sleep
First and foremost, let's talk about sleep. It's not just about catching a few hours of shut-eye; it's about getting quality rest that leaves you feeling rejuvenated and ready to conquer the day. I can't stress enough how critical this is. We all know how tempting it can be to scroll through social media or binge-watch Netflix late into the night, but these habits can wreak havoc on your sleep patterns.
I've made a conscious effort to prioritize my sleep by establishing a routine. Lights out at 10:00 PM and up at 5:00 AM – that's my golden rule. This early morning quiet time allows me to focus on important tasks before the world wakes up. You'd be amazed at how much more energized and productive you can be when you start your day well-rested.
But that's not all. Quality sleep also contributes to a positive mood, better food choices, and improved exercise habits. When you wake up feeling great, you're more likely to make healthier decisions throughout the day. So, remember, a good night's sleep is the foundation of feeling great.
Eating Right for Vitality
Now, let's delve into the realm of nutrition. You truly are what you eat, and your food choices reflect your values and priorities. I've learned that the foods we consume have a profound impact on our overall well-being. It's not about going vegan or extreme diets; it's about balance and moderation.
Consider this – when you indulge in that slice of chocolate cake, you might experience a temporary sugar rush, followed by a crash in energy. That's because certain foods, like processed sweets, can't provide your brain with the right fuel it needs. The result? Fatigue and a craving for more unhealthy snacks.
On the other hand, opting for nutrient-rich foods like fruits, vegetables, lean proteins, and whole grains provides sustained energy and supports better decision-making throughout the day. Remember, it's all about balance – everything in moderation.
Exercise for Vitality and Resilience
Exercise is another crucial element in the pursuit of feeling great every day. It's easier than ever to incorporate physical activity into your routine. Whether it's a quick workout from a YouTube video in your living room or opting for the stairs instead of the lift, there are countless opportunities to get moving.
As IT professionals, many of us spend long hours sitting at desks. This sedentary lifestyle can take a toll on our bodies and minds. So, it's essential to prioritise exercise to keep our cardiovascular health in check and maintain our overall well-being. Even gentle exercise, done consistently, can make a world of difference.
By staying active, you not only boost your physical fitness but also enhance your mental clarity and focus. Plus, it's a fantastic way to prevent injuries and build resilience, ensuring you can tackle everyday challenges with confidence.
Bonus Tip: Embracing Cold Showers for an Invigorating Start
To wrap things up, I want to introduce you to a unique practice that's truly invigorating – cold showers. Yes, you heard that right! While the idea of dousing yourself in cold water might sound daunting, the benefits are undeniable.
Starting with just 30 seconds and gradually increasing the duration, cold showers can work wonders for your circulation, metabolism, and immune system. They also help you become more resilient and focused, all while leaving you feeling invigorated and ready to take on the day.
Incorporating cold showers into your routine might seem challenging at first, but the results are worth it. It's all about regulating your breath and embracing the initial shock of the cold water. Once you adapt, you'll find that the sensation is incredibly refreshing.
In conclusion, feeling great every single day is within your reach. It starts with prioritising quality sleep, making mindful food choices, and incorporating regular exercise. Additionally, don't shy away from the transformative power of cold showers. These simple yet effective practices can elevate your well-being, boost your mood, and enhance your overall quality of life.
So, take these tips to heart, and embark on your journey towards feeling great every single day. Remember, your well-being is a priority, and you owe it to yourself to embrace these positive changes. Feel great, be great, and live your best life.
Don’t forget to check out Episode 086 – MSP Mindset Magic with Richard Tubb, where I had the pleasure of hosting the fantastic Richard Tubb, and we explored strategies for maintaining a positive mindset, dealing with the challenges of the IT industry, and achieving success in your MSP journey. It's a valuable resource that complements this episode perfectly.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE And if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Until next time, look after yourself and I’ll catch up with you soon!
Julian Shelley, a successful MSP owner, began his journey in 2011 when ‘Managed Service Provider’ was not yet a widely recognized term. He started his business with a clear goal: to provide IT support that was better than what he had experienced as an employee in other IT companies. Over the years, his company, Woodstock IT, grew steadily, adding one employee per year and, by 2023, had a team of 13 dedicated professionals. However, despite this growth, Julian began to feel stuck and disconnected from his passion for the business.
The turning point came when Julian attended an MSP Growth Hub Discovery Day, where he had an epiphany. He realized that he needed a shift in mindset and a fresh perspective to reignite his passion for his MSP business. The Discovery Day introduced him to the concept of an MSP growth journey, where he could see his past struggles and the potential for future success more clearly. The prospect of reaching a million pounds in revenue, a target he had long aspired to achieve, suddenly felt attainable with the right guidance and framework in place.
Julian's journey with The MSP Growth Hub began with some initial overwhelm as he absorbed the wealth of content and ideas presented to him. However, this overwhelm was a positive one, signifying the immense potential for growth and improvement in his business. The planning framework provided by The Growth Hub was a game-changer for Julian. For the first time, he had a structured plan that allowed him to regularly review and update his business goals, a critical component he had been missing.
One of the pivotal aspects of Julian's experience with The MSP Growth Hub was the supportive community of like-minded MSP owners. He discovered that the MSP community was remarkably collaborative, with fellow MSPs eager to share their experiences and insights. Julian emphasized the importance of fully engaging with such a program, as the results are directly proportional to the effort invested.
The impact of Julian's first year with The MSP Growth Hub was nothing short of remarkable. His business saw significant growth, with a 16% increase in revenue and an impressive 40% boost in net profit. This growth allowed Julian to add 20% net profit and hire three additional staff members. It's important to note that the program also helped identify cost-saving opportunities and leverage R&D tax credits, contributing to the overall success.
Julian's approach to sales and marketing also underwent a transformation. He began producing regular newsletters, increased social media engagement, and refined tracking of incoming leads to make smarter marketing decisions. As a result, the business saw an uptick in new leads and improved lead conversion rates.
Looking ahead, Julian is excited about the potential to further leverage technology and automation to serve more clients without overwhelming his team. The MSP Growth Hub's guidance and resources have helped him streamline operations, laying the foundation for sustainable growth.
Julian's advice to those contemplating joining The MSP Growth Hub or feeling stuck in their MSP journey is clear: fully engage with the program and take the leap. You get out of it what you put in, and the benefits of structured planning, accountability, and a supportive community can be transformative.
In closing, Julian Shelley's journey from feeling stuck in his MSP business to reigniting his passion and achieving remarkable growth is a powerful reminder that it's never too late to make a change for the better. His story serves as inspiration for all MSP owners facing similar challenges, showcasing the potential for transformation when you embrace the right mindset and seek support from a community dedicated to your success.
So, if you're feeling stuck, remember Julian's story and consider taking the leap to get unstuck and thrive in your MSP journey.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We kick off the episode discussing the power of acronyms and models in sales. Danny and I both love the clarity they bring to complex topics. Danny introduces the concept of a sales model that can be a game-changer for MSPs.
BANCOUT is the model designed to make your sales process more straightforward and enable you to communicate your value more effectively to potential clients. BANCOUT stands for Buyer, Authority, Need, Competition, Opportunity size, Unique, and Timeline. By following this model, you can ensure you're consistently driving towards your goal of selling more.
We then delve into the world of persuasive language. Danny shares his wisdom on how to persuade effectively without feeling awkward. He draws inspiration from the legendary Jordan Belfort, known for his sales prowess.
One key takeaway is the art of smart repetition. Danny explains that in sales, you'll encounter objections, and it's how you use strategic repetition that can persuade customers to come back on your side. By mastering this technique, you can overcome obstacles in your path to selling more.
During our conversation, we discuss the common mistakes made by MSPs in their sales conversations. One significant blunder is not documenting crucial information obtained during a conversation. Danny highlights how this oversight can mismanage leads and potential sales opportunities. Another mistake is the failure to distinguish between open and closing questions. Understanding the difference is vital for crafting persuasive language that leads to successful outcomes. These insights can significantly enhance your ability to sell more effectively.
Danny also shares an intriguing approach to using email in your sales process. He recommends reversing the traditional sequence of sending emails before calls. Instead, Danny suggests initiating contact with a phone call to establish rapport and build a connection. Once you've established this connection, you can follow up with an email to confirm the discussed points, ensuring transparency in your communication. This approach can help you build trust and ultimately sell more to your clients.
Throughout our conversation, we emphasize the enduring importance of human connections in sales. Even in today's digital age, people still buy from people. Danny introduces the concept of the first 15 seconds, highlighting the critical role they play in making an excellent first impression. He emphasizes that during this brief window, a salesperson must be recognized as an expert, enthusiastic, sharp, and relatable.
To achieve this, Danny shares his technique of sharing relatable stories in the first 15 seconds of a call. Whether they are minor inconveniences or relatable experiences, these stories help create a personal connection and make you appear more human and approachable, a key aspect of selling more.
In conclusion, Danny Boyle has provided us with a wealth of knowledge on selling more effectively by doing less. His insights on using persuasive language, avoiding common mistakes, and building human connections can make a significant impact on your sales performance.
If you're hungry for more knowledge on how to sell more confidently and effectively, make sure to check out Episode 119, where we dive deeper into this topic with Brian Gillette.
You can also reach out to Danny Boyle via email at danny@dannyboyle.uk or connect with him on LinkedIn.
For more resources on boosting your sales and marketing performance, be sure to explore our recent Sales and Marketing Masterclass recording HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE And if you’re ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I’ll catch up with you soon!
- Start at the Top - Plan Your Future Structure:
To set your MSP on the path to success, begin with a clear vision of your future organizational structure. Many MSPs start with a flat structure, but as you grow, it's essential to plan where each team member fits in. This strategic planning will help you determine when and who to hire, ensuring that your team evolves in line with your business goals.
- Set Quarterly Goals and Share Them:
Don't just keep your goals to yourself. Share them with your team! Quarterly goals give everyone a clear focus and keep them engaged. Whether you communicate these goals every 30 or 90 days, it's important to ensure your team understands where the business is heading and how they play a crucial role in achieving those goals.
- Define Your Organizational Values:
Your company's values are the essence of your culture. They guide your actions, attract the right talent, and even influence the clients you work with. Make sure your values are clear and prominently displayed. You can use these values not only to reward good behaviour but also to address issues constructively, focusing on the values that weren't aligned.
- Assess Your Time Management:
Stop being busy just for the sake of it. Conduct a time audit to identify tasks that consume your time unnecessarily. Delegate tasks that others can handle, freeing you up for higher-value activities like business development and strategic planning.
- Communicate a Shift in Focus:
When you're ready to change gears and pursue a deliberate growth plan, communicate this shift to your team. Resetting expectations helps redefine what's acceptable within the organization. Remember, what got you here might not take you further; adapt to external factors and evolving market dynamics.
- Find Your A-Players and Delegate Correctly:
Identify your A-players, the enthusiastic and passionate individuals in your team. Nurture them, develop their leadership skills, and delegate tasks to them appropriately. Effective delegation means giving them the bandwidth, defining clear expectations, and allowing them to learn through both successes and failures.
- Ensure the Right People in the Right Roles:
Assess your team's competencies, behaviours, and attitudes. Ensure that everyone is in a role that aligns with their skills and values. A well-structured team with the right people in the right roles empowers everyone to excel and contributes to a happier workplace.
- Set Expectations and Exchanges:
Establish clear expectations for tasks, metrics, and performance. Ensure that both you and your team are on the same page regarding roles and responsibilities. Regularly check in with your team to provide support and guidance, avoiding the tendency to swoop in and take over when things go wrong.
- Engage Through Regular Communication:
Engage with your team through regular stand-ups and one-to-one meetings. Create an open, vulnerable, and collaborative atmosphere where your team members feel valued and heard. Encourage them to provide feedback, share their thoughts, and participate in team-building exercises to strengthen your company culture.
- Reward and Recognize:
When it comes to recognition and rewards, make them personal and meaningful. Tailor your approach to each team member's preferences, whether it's time off, public praise, or other incentives. Recognize and reward those who thrive and provide ongoing training and support to help them continue excelling.
Implementing these ten tips will not only supercharge your team but also enhance your MSP's growth potential. By focusing on leadership, communication, and alignment with your vision, you can create a thriving and motivated team that propels your MSP to new heights.
If you found this episode valuable and want to dive deeper into topics like team reconnection and more, make sure to listen to Episode 114 - How to Reconnect with Your Team.
And if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs.
Remember, building a successful MSP is not just about working harder; it's about working smarter and building a team that shares your vision and values. So, take it one step at a time, implement what resonates with you, and watch your MSP thrive.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Here are our top three tips to help you get out of your own way:
- Be Consistent and Build a Great Simple Plan:
We've all heard it before, but consistency is truly the key to success. This mantra applies more than ever in the MSP world. The marketplace can be unpredictable, and technology is perpetually evolving. Focusing on a well-structured plan, being consistent in your approach and staying accountable will set you on the right path. Remember, the beauty often lies in simplicity. You don't always need an elaborate strategy. Sometimes, all it takes is a clear, uncomplicated plan that you adhere to consistently. This combination not only ensures that you stay the course but also provides a clear vision for your team.
- Be Purposeful and Deliberate Every Day:
Every day presents a fresh set of challenges. Some are foreseeable, while others catch us off guard. The trick is to be deliberate in your actions and to be prepared. Avoid the temptation of being reactive. Instead, take a proactive stance. This means being intentional with your daily goals and tasks, ensuring every step you take aligns with your overarching strategy. When we act with purpose, we're not merely responding to situations. We're strategically manoeuvring through them, always keeping the end goal in sight.
- Build the Best Team That You Can Afford:
Your team is the backbone of your MSP business. Their skills, dedication, and passion can propel you forward or hold you back. That's why it's crucial to invest in building the best team your resources allow. Start by mapping out a skills matrix. Understand where each team member is now and where you need them to be in the future. Once you've got this in place, you can identify the training and support they need to get there. Unfortunately, the journey also sometimes means making tough calls. If you find yourself dealing with poor performers, it's essential to address the issue head-on. Either invest time in improving their performance or make the difficult decision to let them go. Negativity and toxicity have no place in a thriving MSP business and can impact the culture, morale and engagement of your wider team
In addition to these tips, I suggest tuning in to Matt Newton's story in Episode 150. As an Ex-7 figure MSP business owner, his journey emphasises the importance of connecting to your WHY, and it's a must-listen. Also, Episode 120 with Nigel Moore delves into the ever-important topic of mental health, shedding light on the barriers holding many back. It's a touching narrative that reminds us that it's okay not to be okay.
Before signing off, I'd like to extend an invitation. If anything we discussed today resonates with you and you feel you could use a hand or merely wish to chat, do reach out. The intention is not sales-driven but purely to support our MSP community. Whether that means connecting you with other industry giants like Richard Tubb, Paul Green, or Mark Copeman, or directing you to our MSP Growth Hub. Our priority is to help you get the assistance you need, when you need it.
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, we had the pleasure of diving deep into a rich conversation with a 7-figure Ex-MSP business owner, Matt Newton. Matt's story isn't just another tech journey. It’s an illuminating narrative on the power of Vision, Values, and understanding one's own WHY in the business landscape.
Matt is of the firm belief that any tech solution or business model can be exponentially enhanced when grounded in a clear and robust vision. Through our discussion, he shed light on how his own vision, crystalised over time, became the guiding compass for his entire business operation. He shared fascinating insights into how he ensured every facet of his MSP business aligned with this vision, leading to optimised processes, a motivated team, and incredibly satisfied clientele.
Yet, a vision alone isn't enough. Matt delved into the importance of Values in his operation – values that aren't merely printed words on office walls but are lived and breathed daily. This ethos, he described, created an environment where both challenges and successes were approached with the same core principles, ensuring consistency and integrity in his business dealings.
One of the most touching moments of our chat was when Matt spoke about finding his 'WHY'. He passionately conveyed how understanding why he was in this game, beyond the financial gains, brought clarity and purpose. This deep-seated WHY became a strong foundation, allowing his business not only to withstand challenges but also to evolve, adapt, and thrive in the ever-changing tech landscape.
Our conversation, however, wasn't just about the philosophical aspects of running an MSP. Matt generously shared some sterling tips for MSP businesses. We discussed practical and actionable steps, especially for businesses keen on tapping into the potential of technology to gain momentum. He provided a perspective on how the fusion of technology with a clear vision can produce results that are not just efficient but groundbreaking.
Our discussion was a testament to the fact that in the fast-paced world of tech, it's not just about adopting the latest trends but understanding how these trends align with one’s vision, values, and WHY. When these elements come together, as they have for Matt, the result is a business that is efficient, growth-oriented, and a force to be reckoned with.
In conclusion, our chat with Matt Newton offered a holistic view on how a robust vision, underpinned by strong values and understanding one's WHY, can be a game-changer for MSP businesses. For those keen on making strides in this space, and more so for those looking to redefine their path with a renewed perspective, this episode holds invaluable insights. It's a blend of inspiration and guidance, drawing from Matt's journey, and offers a blueprint for others to achieve operational excellence and sustainable business growth.
Listen to another of the inspiring stories that we shared in the show, EP111 – Getting Out of Your Own Way – Client Stories
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
MSP GLOBAL, bought to you by the creators of CloudFest, is an opportunity to join the top leaders in the MSP space to gain the insights and make the connections you’ll need to thrive in this constantly changing industry. Soeren talks about some of the headline speakers that will be taking to the stage including Sanna Marin, Former Prime Minister & Head of Government of Finland. It isn't every day that we get to hear about the youngest Prime Minister of Finland making her mark, especially in such a male-dominated sphere. Soeren passionately emphasised how vital such progress is for the MSP industry and how we could all benefit from hearing her insights. This young Prime Minister's journey, where 14 out of her 17 cabinet members were women, is truly inspiring.
Soeren highlighted the inclusion of Philip Wisler, former Vice Chancellor of Germany, on the same day's itinerary. As someone deeply involved in the tech realm and invested in numerous cybersecurity companies, his grounded understanding of the tech landscape promises invaluable insights.
Our banter took a light-hearted turn when Christian cheekily remarked about having two politicians on stage and the jazz hands that would ensue. But the day's excitement doesn't end there. We also delved into the realm of motorsport, which is the backdrop for this event, and trust me, the names dropped are bound to make any motor enthusiast's heart race. From the Former Head of Motorsport at Mercedes-Benz, Norbert Haug (who signed Lewis Hamilton!), to Martin Tomczyk, a significant figure in German motorsport, the day promises a blend of adrenaline and inspiration.
And then, the crescendo – Sir Bob Geldof. For those of us who remember Live Aid, Geldof's influence on the music industry is undeniable. It's exciting to anticipate what pearls of wisdom and tales of his journey he might share with us.
As we drew towards the end of our chat, Soeren introduced a topic that resonates deeply with everyone in the MSP Global community: the whistleblower of the Wirecard scandal. The cascading effects of this scandal touched numerous lives, either directly or indirectly. With the recent introduction of the new EU whistleblower law, MSPs have a role in educating their customers, making this discussion crucially relevant.
Christian summed it up perfectly. The Wirecard scandal might have been a blemish, but it's an opportunity for learning and growth. And yes, for MSPs, it's also a chance to bridge the gap between requirements and solutions, ensuring compliance with the new regulations around whistleblowing.
Now, onto the cherry on top! We're hosting a special prize draw for all our listeners. You have until COB Friday 6th October to enter this draw. We've got some spectacular treats in store, from VIP tickets worth €999 each to exhilarating rides with professional racing car drivers valued at €499 each. Enter the draw through the sign-up form linked in the episode, and you might just be one of our lucky winners. Make sure to mark your calendars – we'll be notifying the winners on Friday 13th October at 10:00.
Join us at the MSP Global Event by registering HERE
Sign up to enter the prize draw by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Bradley Munday from Uptime Solutions joined us to shed light on the top 5 automations every MSP should be integrating.
First and foremost, Escalations. A critical aspect of managing an incident is recognising its journey through the helpdesk. While automating the ticket escalation process is common, Bradley stresses the importance of ensuring your system automatically logs 'who' escalated 'what'. This isn't just about operational efficiency. It’s a treasure trove of information that pinpoints individual competencies and highlights areas requiring further training.
Up next is Tagging Tickets. With most PSA systems offering ticket tagging features, Bradley highlights the magic of automation here. By auto-searching for specific keywords or setting certain triggers, MSPs can effortlessly categorise incoming work. Beyond simply categorising tasks, this aids in recognising patterns, understanding the type of work being received, and crucially, spotting tickets that might have gone stale or need managerial intervention.
The third automation is something MSPs might overlook but is incredibly important – Chargeable Ticket Approval. What should you do when a ticket that ought to be chargeable lands on the desk? Bradley's advice is straightforward – employ automation to ensure that work doesn't commence on such tickets without generating a requisite charge.
Our conversation then moved towards enhancing customer relationships through Automated Customer Communication. Bradley believes in empowering technicians to concentrate on core tasks, while the PSA takes on the mantle of follow-ups. By automating communications for tickets awaiting customer inputs or approvals, the desk remains decluttered, ensuring technicians remain sharply focused.
Last but by no means least, Bradley talked about the significance of Automated Ticket Routing/assignment. Tapping into the potential of machine learning or AI, he envisions a future where MSPs can more accurately assign tickets to the right engineer or queue. Whether it's leveraging ticket titles, descriptions or data accumulated from previous automations, the goal is clear: get the right job to the right professional.
Bradley's insights weren't just an exploration of the current best practices but also a gaze into the future. He envisages a shift in the MSP landscape. As clients increasingly embrace automation, they'll naturally look to their MSPs for DevOps tasks. So, the time is ripe for MSPs to proactively embrace machine learning integrations.
As we wrapped up, it became clear that these automations aren’t just tools. They're the backbone of an efficient, customer-centric, and forward-thinking MSP.
We hope you enjoyed this episode.
You can connect with Bradley Munday in his LinkedIn profile by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Our conversation began with Mark recounting his journey from his early beginnings. Mark's passion for technology was evident as he narrated his transition from the video content world to the technological arena. It was this shift that paved the way for him to be an instrumental figure in helping businesses evolve with technology. His core belief is centred on the idea that technology should never be an impediment; instead, it should be a conduit for businesses to thrive. The essence is to ensure that technology complements business operations and aids them in achieving their objectives seamlessly.
As our discussion flowed, Mark shared some enlightening insights on the common challenges businesses face today. With rapid technological advancements, it's quite common for businesses to be inundated with tools and systems. The real challenge, Mark points out, lies in identifying which tools genuinely add value and which ones serve as mere distractions. He underscored the importance of a robust strategy that guides the integration of technology with business processes, ensuring the latter isn’t hindered.
Our dialogue took an interesting turn as Mark brought forth the concept of a 'digital twin.' Essentially, this is a virtual representation of a product, service, or process. This model, Mark asserts, can be a game-changer. By mirroring real-world scenarios, businesses can test and refine their strategies, thereby facilitating better decision-making processes and optimising outcomes. The benefits of such an approach are manifold, from improved efficiency to cost-saving measures.
Mark also expounded on the essence of understanding the customer's journey in today's digital age. His experiences have taught him that in the midst of integrating technology, the heart of a business – its customers – must not be lost. A technology that doesn’t understand or cater to a customer’s journey will likely fall by the wayside. Mark's astute observation is a testament to his innate understanding of the market dynamics and the imperatives of ensuring customer satisfaction.
Towards the end of our conversation, Mark emphasised the need for businesses to be agile, adaptable, and receptive to change. He quipped that in the ever-evolving technological landscape, resting on one's laurels is not an option. Continuous learning, he suggests, is the only way forward.
As we wrapped up, I was left marvelling at the depth and breadth of Mark’s insights. Our conversation is a testament to the power of technology when wielded correctly and the boundless possibilities it holds. For any business enthusiast or professional looking to harness the full potential of technology in their operations, this episode promises a wealth of knowledge.
We hope you enjoyed this episode, and we suggest that you listen to this as many times as you can to get all the value that this episode offers.
You can connect with Mark Copeman in his LinkedIn profile by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart and I embarked on an enlightening journey through the power of a Call to Action (CTA) in the realm of MSP marketing.
What We Unpacked:
- The Essence of CTA:
Stuart kicked off our discussion by highlighting how CTAs aren't just mere buttons or links; they're the pivotal connectors between content and action. He metaphorically described the absence of a CTA as "shooting blanks", emphasizing the missed opportunities when we don't guide our audience.
- Deciphering the Sales Process:
Stuart shared a valuable perspective on the sales journey. He reminded us that it isn’t always about sealing a deal instantly but often about nudging the audience towards the next logical step.
- Fine-tuning your Message:
We touched upon the importance of specificity in communication. Once an individual shows an inclination, like downloading a resource, it's a cue for us to hone our messaging. Stuart elaborated on the power of platforms like CRM systems in this process.
- Guiding Potential Customers:
Our discussion took a deeper dive into the sales funnel's intricacies. We mused on the scenario where there's a deluge of content at the top, but a gaping void in the middle, indicating a content deficiency.
- Simplicity is Key:
Stuart shared a resonating mantra: "keep it simple". Instead of juggling various elements simultaneously, he urged to focus on one business pillar at a time, ensuring a systematic approach throughout the sales funnel.
- The Power of Consistency:
A theme that recurred in our conversation was consistency. Whether reaching out daily, weekly, or monthly, consistency in messaging, combined with compelling CTAs, can yield significant results.
- Direct Messaging Campaigns:
We shifted our attention to direct messaging campaigns and their role in amplifying outreach. With platforms like LinkedIn, Stuart and I concurred on the approach: don't hard sell, but educate.
In conclusion, this episode was a testament to the transformative power of CTAs in MSP marketing.
Don’t forget about our 'The New Business Advantage Blueprint', a guide aimed at streamlining the intricate marketing process into seven actionable steps. Download the New Business Advantage Blueprint PDF HERE
We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
The inspiration for this episode came from a recent event in our Growth Hub, where one of our accountability pods opened up about feeling overwhelmed by a series of changes in his business and personal life. Stuart's questioning in the pod helped him to share his feelings, which resonated with other members in the group, leading to a wave of support.
The message of this episode is that everyone in the IT channel and MSP business has been through these feelings of isolation and stress at some point. It's okay not to be okay. However, sitting in a darkened room, waiting for things to get better on their own is not the solution. In fact, it can make the situation worse.
So, how can you find support and overcome these feelings of isolation?
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Find an Accountability Buddy: Seek out someone outside your immediate family who can listen to your problems, provide support, and hold you accountable. It's essential to have someone who can listen and give you a fresh perspective.
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Join a Community: The IT channel and MSP channel have several communities that can provide support, advice, and a platform to connect with other business owners who share your experiences. Whether it's our Growth Hub, Tech Tribe, CompTIA, or other vendor groups, join a community where you can ask questions, share experiences, and learn from others.
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Take Action: Once you've sought out support, it's essential to set a new direction for your business. Decide where you want to go, commit to a plan, and take action. Making mistakes is part of the process, so learn from them, reset, retest, and review as you move forward.
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Enjoy Yourself: Remember, the ultimate goal is to have fun, make memories, and build a sustainable business that works for you.
I also encourage you to listen to Episode 120 of the IT Experts Podcast, where Nigel Moore from the Tech Tribe and I discuss "It's OK not to be OK." This episode ties in perfectly with the theme of this podcast and offers more advice on how to overcome feelings of isolation.
Finally, if you need to talk or want to have a chat, don't hesitate to reach out to me on LinkedIn. Send me a message, and let's have a conversation.
Remember, you are not alone. Many MSP business owners have been where you are, and there is support available to help you navigate through the challenges. Take action, seek support, and enjoy your business journey.
We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series. So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Julie shared the BIN model, which is designed to help you navigate difficult conversations with elegance and ease. The emphasis is on understanding and respecting the needs of both parties involved, creating an atmosphere for a win-win outcome. When you focus on what you need rather than what you dislike, you reduce the chance of pushback and pave the way for a more constructive conversation.
We delved into the importance of delegating within a flat structure, where many report into one or two individuals. Delegating isn't a sign of weakness or an admission that you can't handle everything yourself; it's about recognizing the talents and aspirations of your team members. The right conversation can uncover hidden potential, fostering growth within your team and freeing you from unnecessary burdens.
Julie also provided insights into having a conversation about the conversation. It's not about reacting in the heat of the moment, but rather stepping back to respond thoughtfully. We talked about taking a dissociated perspective, like watching ourselves on TV, and discussing our interactions calmly. This approach can lead to more honest, open, and productive dialogues.
Our conversation also explored the relationship between human behaviour and leadership, how to build better connections at work, and how to translate those skills into more harmonious relationships at home.
In our lively conversation, Julie emphasised the importance of not letting conflicts fester. Her insights on communication were eye-opening and packed with actionable advice that I believe will benefit many of you.
The key takeaway from this episode? Communication isn't just about talking; it's about truly understanding one another and finding common ground. It's about transforming what might otherwise be difficult conversations into simply, conversations.
If you'd like to learn more, don't forget to check out Episode 127 on the art of daring to delegate and supercharging your team.
We hope you enjoy this episode as much as Julie and I enjoyed this conversation, we almost did not want to stop!
Here’s where you can watch our recent Leadership Masterclass. Just click HERE
And here’s where you can listen to Episode 127 - Daring to Delegate – The Art of Supercharging Your Team. Simply click HERE
We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We dive deep into understanding how to get the right people in the right roles and encouraging them to perform at their optimal best.
One of the key points we discussed was the significance of communication, especially when setting expectations. We explained how businesses looking to grow and implement new technologies need to effectively communicate the implications of these changes to their staff. We stressed the importance of aligning expectations with the individual roles of team members, be it in projects, help desk, finance or other roles. We also highlighted how these expectations should translate into concrete Key Performance Indicators (KPIs) and targets.
A vital part of setting KPIs is continuous tracking and evaluation. We discussed the role of dashboards and other technologies like Brigade in giving visibility of KPIs and performance on the help desk. Such tracking should be done at various levels - individual, team, and company-wide - at different intervals. This process keeps everyone on the same page regarding performance and helps identify areas of improvement.
Reward and Recognition (RNR) is another significant aspect we discussed. We emphasised that recognising the team or individuals' achievements isn't just about handing out bonuses. It's about making them feel valued and appreciated for their contributions. By doing this, you encourage a positive performance culture and boost your team's morale, which is vital for business growth.
Stuart highlighted that when you have the right people in the right roles, communicate effectively about their responsibilities, and provide clear measures of success, you're halfway there. The remaining half involves recognising and rewarding them collectively and individually, which is key to getting your team to perform successfully.
The next point was about how such an environment boosts employee engagement. When people are aware of what winning looks like in their roles, they derive job satisfaction. They wake up with an intent to win, solve problems, and help others, and this leads to higher job satisfaction.
To cap off this insightful session, we pointed our listeners to our resource, the "Create More Time Formula." This document will help you optimise your time, which starts with understanding where your time is going and where you should apply it. This, in turn, puts you in a powerful position to optimise your staff and, ultimately, the productivity of your business.
We hope you found this episode valuable and are looking forward to our next episode in the series. Until then, take care and keep those questions coming!
Download the Create More Time Formula PDF HERE
We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Trevor stressed the importance for MSPs to have the right products to meet their customer’s needs, which enable them to deliver on the promises made. As we broke down the technical jargon, it became clear that underwriters are not tech people...so it may be worth considering a specialist provider with experience in the IT sector to ensure you and your clients receive the correct cover. During our conversation, we touched upon the topic of compliance and the potential future of regulation for MSPs. We also explored how accreditations like ISO can enhance the reputation of a business, attracting larger clients and demonstrating the organisation's cyber maturity. We echoed the sentiment that training clients on cyber threat awareness, such as recognising phishing emails, is not only about protecting our businesses but also about reducing the human-error factor - a key factor in a significant percentage of cyber-attacks.
We answered a couple of questions from our listeners. One of them concerned the 'act of war' exclusion in cyber insurance policies. Trevor provided clarity, explaining that different policies carry various exclusions depending on the type of attack. We also explored the differences between referring to a cybersecurity event as an 'incident' versus a 'breach.' Trevor explained how this terminology has evolved with the changing landscape of claims and the growing prevalence of fraud and ransomware attacks.
We also discussed what to do in the event of a cyber 'incident'. Trevor emphasised the importance of verifying whether a client has cyber insurance before intervening in their systems, as premature action could inadvertently void their insurance policy.
It was a thought-provoking conversation filled with value bombs and essential tips for all MSPs. If you want to protect your business, I recommend you give it a listen. If you want to reach out to Trevor, we've shared his contact details in the show notes.
If you want to continue the conversation with Trevor, connect with him through his LinkedIn HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Marketing is often described as the ‘holy grail’ of being able to scale your MSP effectively. Deep down you know you need a Sales & Marketing engine in your business, one that will provide a steady flow of leads so that the business can grow consistently...but you’ve tried several different tactics, and nothing seems to work. If this sounds familiar, you’ll want to give this episode a listen!
We kick off by discussing the shift in customer behaviour, brought about by our digital-first world. Stuart highlights the importance of consistent touchpoints with potential clients, explaining that it now takes up to 37 points of contact for a prospect to feel comfortable making a purchasing decision, up from 6 or 7 in the pre-internet era.
We also discuss the complexity of selling technology services due to the lengthy sales cycle, acknowledging that the lag between initial interest and purchase readiness, can extend from weeks to years. The key to keeping potential customers interested during this period is through a consistent nurture strategy. Stuart emphasises the importance of guiding potential customers through the sales funnel, from initial awareness to active consideration, which requires relevant and engaging content.
Creating this compelling content, we understand, can be challenging. Your messaging needs to align with the pain point your ideal customer has,and give them a reason to believe that your business can solve their problems. Your business only becomes relevant when potential customers are convinced that you can help them. Therefore, the content should focus less on what your products and services are and more on the problems they can solve or the solutions they enable.
To wrap up, Stuart and I talk about measuring performance and understanding what good and bad results look like, summing up that you need to know your audience, understand their problems, package your services accordingly, and measure your success based on these factors.
As a special resource for our listeners, we're offering the New Business Advantage Blueprint. This tool guides you through the steps needed to create a simple but effective funnel that will generate the right leads for your business.
If you want your question to be answered right here in the Ask Stuart series submit your questions HERE
Download the New Business Advantage Blueprint PDF HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart began our conversation by acknowledging a familiar scenario. Many MSPs feel like superheroes, swooping in to save clients who reach out to them directly. Yet, he highlights the need to evaluate the cost of these 'rescue missions', both in terms of time and potential revenue lost. You could be unknowingly spending substantial chunks of your day on £10 or £100 tasks, while your attention should be focused on high-value £1000 tasks that significantly contribute to your business's growth and profitability.
So, how do you rectify this situation? Stuart offers practical, actionable advice: set up auto-responses for emails and voicemails directing clients and suppliers to the appropriate teams, thereby managing their expectations. Crucially, he emphasises the need to make yourself less accessible to avoid unnecessary disruptions that can eat into your day.
But, managing client interactions is just part of the equation. Stuart underlines the importance of conducting a time audit. By understanding where and how you're spending your time and distinguishing between £10, £100, and £1000 tasks, you can get a holistic view of your workday. Once you have this awareness, you're in a prime position to delegate the lower-value tasks, freeing up your time for higher-value strategic undertakings.
Additionally, Stuart recommends training your clients and staff to interact with the right teams, not just you. Establishing and reinforcing these boundaries is crucial in ensuring you spend your time most productively. Stuart guarantees that with these strategies, you're likely to uncover an extra day or even two in your week to focus on developing and expanding your business.
In this episode, we also had an exciting announcement for our listeners. As part of the Ask Stuart series, we're actively seeking questions from you. If there's a pressing MSP-related question on your mind, we invite you to submit it via the link in the show notes. You have the option to remain anonymous, and we will answer your queries in future episodes, providing tailored advice to assist in your MSP journey.
Towards the end of the discussion, we highlighted one of our valuable resources: the Create More Time formula. Stuart explained that this potent formula, developed over years of experience, is designed to help you create more time in both your professional and personal life. It is a brief, straightforward read that, when adopted, can revolutionally change how you manage your time, boosting productivity and job satisfaction.
This enriching episode of the 'Ask Stuart' series provided a wealth of insights from Stuart, serving as a guide to optimising your time management strategies as an MSP. We are eagerly looking forward to continuing this series, answering your questions, and sharing actionable advice to help you drive your MSP business to new heights.
Submit your questions HERE
Download the Create More Time Formula PDF HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Stuart answers this question by sharing five key points. First up - the importance of knowing your numbers. Understanding your financial position is crucial in any business endeavour and becomes the foundation of your business decisions.
Secondly, Stuart highlights the need to allocate our time effectively. As entrepreneurs, it is not uncommon to get caught up in tasks that are not of high value to our business. But Stuart emphasises that the choice is in our hands, and if we wish to do nothing, we must accept that nothing will happen.
Our third conversation point centres on involving the team in the business journey. Stuart makes it clear that people naturally desire to collaborate and contribute to the success of the organisation. By involving our team in the strategic decisions and direction of the business, we allow them to understand their role in the bigger picture, helping to foster greater team commitment and engagement.
Stuart’s fourth tip revolved around the notion of not being an "island". He stresses the importance of learning from others and allowing ourselves to be inspired by their stories and experiences. With resources like Google, ChatGPT, Tech Tribe, Paul Green, and Richard Tubb, there are a multitude of learning opportunities within the industry.
Finally, Stuart discusses the importance of testing and measuring progress. He recommends identifying clear metrics of success and regularly checking in on these to ensure progress is being made. Furthermore, Stuart suggests finding an accountability buddy to keep you on track with your goals.
We wrapped up the episode with Stuart summarising the key steps in starting the growth journey for your MSP. He touches on recognising the fear that can come with inaction, understanding your numbers, spending your time wisely, involving your team, and measuring success with an accountability partner.
This was a powerful conversation, already so much value for the first episode, and we are looking forward to diving deeper into these topics in future episodes of the Ask Stuart series.
Submit your questions HERE
Download the Create More Time Formula PDF HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
We first discuss the importance of client education, emphasizing consistent communication, regular newsletters, and informative emails. Utilising resources like exclaimer at the bottom of your email signature can significantly aid this continuous education process. When clients remember your advice or can refer back to past communication, you're enhancing your relationship with them and positioning your MSP as a trusted resource.
Stuart highlights the importance of planning and preparing for client meetings. Sending an agenda beforehand, focusing on business issues rather than technical ones, and leaving a memorable impression are all crucial aspects of a successful meeting. Simple gestures like bringing cakes or company merchandise can forge a deeper bond with the client, as well as improve understanding of what's happening on the ground.
The conversation during the meeting should follow a framework or an agenda, beginning with building a rapport and then gradually transitioning to business matters. It's crucial to remember personal details about your clients and ask about their business's current events. Being aware of broader contextual headlines, like inflation, government decisions, or vendor activity, will also provide context and relevance to your conversation.
Discussing your client's business developments, growth plans, or mergers will show your genuine interest in their operation and can potentially lead to a discussion about opportunities and risks from a technological standpoint. Being able to provide insights on upcoming technologies, such as AI, and suggest improvements for their systems will showcase your strategic value.
Stuart also notes the importance of a well-structured, automated follow-up process. Whether it's ticketing for meeting planning, project quotation, invoicing, or even customer satisfaction feedback, all these actions should be logged in the system for everyone in the business to track effectively.
Wrapping up, Stuart and I discuss the impact of this process on MSPs. By implementing this approach, MSPs can increase their clients' value, hold meaningful conversations about financial commitments without causing discomfort, and ultimately ensure long-term relationships with their clients. The end goal is to make your MSP indispensable to your client's business, reducing the risk of becoming irrelevant and potentially losing revenue.
We wrap up the episode with a reminder that these processes, while they might seem daunting at first, can start simply. Even if you don't have automation in place, a checklist and consistent follow-through will go a long way. The ultimate aim is to retain your clients, grow your business, and consistently deliver value.
Now, time to finally look binge-listen all three-parts and transform your client relationships from supplier to partner.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Welcome to the second part of The Secret to Building a Pipeline of Profit, a three-part series focussing on the fundamentals of Account Management, designed to help you maximise the opportunity with your existing clients.
In this episode, Stuart shared his insights into why it's important to strategise first, and then implement tactics. The first step involves stopping and thinking about what you currently have, and where you want to go with your client base. The right strategy underpins how you nurture the key relationships that form the bedrock of your business. Working on this aspect is not just working in your business, but on it, and this strategic approach can pay back multiple times in creating a process that others can operate effectively.
Stuart shared an example about one of his clients. Despite running a well-structured business with robust systems and excellent client relationships, the profitability was not reflecting the effort. On Stuart's advice, the client started analysing his own numbers, and was shocked to find nearly £185,000 worth of untapped business opportunities within his existing client base. The key here was the realisation that his clients' needs were evolving, and by having the right strategic conversations, he could seize these opportunities and generate additional revenue.
These changes allowed him to invest deeply in the right people, amplifying the capacity of his business. While the net profit didn't change dramatically in the short term, it was used to make the business scalable, allowing him to reap rewards later. When asked what was holding him back at the start of the process, the client admitted it was himself. But once he had a quantifiable understanding of the opportunities in his business, he was able to leverage his great relationships and seize these opportunities more effectively.
Understanding your client base, analysing your categories, and getting your standards in place can change how you feel about the future of your business. The additional revenue and profit that effective Account Management can bring about can give you the confidence to invest in new resources, staff, or even explore growth opportunities like acquisitions.
As we conclude this episode, we leave you with the thought that the fear of failure often holds us back. When you start seeing consistent cash flow, strengthened business, and have the ability to invest easily in new resources, you realise that the future holds more opportunities than risks.
In our next and final episode in this series, we'll share more details and specific tactics that you can apply to maximise the profitability of your MSP. If you're interested in evaluating your capacity to scale, take the MSP Mastery quiz linked in the show notes. It's a quick four-minute exercise that will help you understand what to focus on right now.
Thanks for tuning in, and we look forward to catching up with you in the final part of the series next week.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
In this episode, Stuart highlights a crucial aspect: that the most challenging part of this process isn't necessarily the strategic application but overcoming self-imposed obstacles. This episode emphasises the concept of "getting out of your own way." Stuart explains how this key move can make a substantial difference, not only in the realm of account management but in various areas of running a successful MSP business. With newfound confidence and better conversations, MSP owners start unlocking their business potential.
In line with this, Stuart notes that these extra earnings don't instantly change net profits, as the funds are usually reinvested in expansion strategies like hiring more staff or investing in additional premises. However, these are crucial steps in solidifying a business' infrastructure, setting the stage for future scaling.
We also take a look at what business owners need to initiate their journey towards self-improvement and optimised client interaction. Stuart points out that it all begins with an in-depth analysis of your existing client base. It's about understanding what your clients are currently buying or not buying from you, and then finding ways to steer the conversation in a more beneficial direction.
The gap between what your clients are currently buying and what they should be buying is also a critical consideration, as it directly impacts the optimisation of security, efficiency, and effectiveness in their use of technology. However, Stuart notes that many MSPs struggle in this area because they don't understand their numbers or have difficulty pulling information from their PSA.
In conclusion, Stuart paints an optimistic picture of the potential that lies ahead for MSPs who understand and employ these principles. By becoming valuable partners rather than mere suppliers to their clients, MSPs can not only tap into a hidden profit pipeline, but they also build a moat around their businesses, protecting long-term profitability and client relationships.
We hope you enjoyed this episode!
Listen to this episode with Paul Croker on why you need a VCIO in your MSP:
EP101 – Why Do I Need VCIO as a Service in My MSP with Paul Croker & Ian Luckett
The MSP Mastery Quiz is designed to help identify the right ingredients to scale your MSP, provides personalised reports and guidance on the next steps in your MSP journey. Take the quiz HERE.
Connect with me on LinkedIn and see what I'm up to by clicking HERE
You can also connect with Stuart and see what he is up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Phylip emphasises the need for MSPs to prioritise customer retention over acquisition. He highlights that nurturing existing relationships through regular reviews and strategic planning can help differentiate an MSP business in an increasingly automated market. Not only does this strengthens the bonds with the current clientele, but it also ensures that existing customers are adequately serviced and not overlooked amidst efforts to attract new ones.
We also discuss the invaluable lessons and opportunities within MSPs' existing client bases. Despite the attraction of new leads and expanding clientele, there's often untapped potential within existing relationships. Thus, reinforcing the principle of retention before acquisition, a topic that our upcoming mini-series on account management will explore soon.
As we shift the conversation towards what's on the horizon for Pax8, Phylip shares a sneak peek into some exciting upcoming announcements. Pax8 is constantly enhancing their offerings. With an ecosystem designed to streamline how MSPs buy, manage, provision and analyse cloud services, Pax8 is undoubtedly making waves in the technology market.
In this episode, we reflect not only on the IT channel's present state but also on its future. We delve into both the strategic and operational aspects of running a successful MSP business in today's digital era and the importance of aligning with forward-thinking companies like Pax8.
If you enjoyed this insightful conversation, we recommend revisiting episodes 94 and 97, where Phyl and I share our unique life experiences and the stories behind our ventures into the tech industry.
In this episode, we get a glimpse into the future of technology. It's a conversation filled with insightful predictions, strategic advice, and a behind-the-scenes look at one of the leading tech companies.
Listen to these episodes and learn more about both Phylip and Ian’s journey to the IT channel:
EP094 – Responding to A Life-Changing Event with Phylip Morgan & Ian Luckett
EP097 – Being Open, Honest, and Real with Ian Luckett & Phylip Morgan
Connect with Phylip Morgan on his LinkedIn by clicking HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
By regaining focus and momentum, MSPs can build a business that works for them. So here are our top 3 tips:
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Communicate and Check-In with Your Team
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Revisit Financial and Business Targets
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Create Weekly Outcomes
Tune in as we dissect these tips in a quick, short, sharp blast, to help you regain your focus and momentum this year.
Don’t forget to listen to Episode 100 - How to Align Your Team So You Can Step Back from Operations with Stuart Warwick & Ian Luckett
Take the MSP Mastery Quiz right HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Andrew shares a real example of how MSP Easy Tools was able to identify a breach within an MSPs system, who was trialling their software. Initially, the client thought it was a system error but upon closer inspection, it was revealed that cybercriminals had infiltrated the MSPs platform for over 90 days, unnoticed, posing a threat to all their clients. Andrew elaborates on how his company swiftly helped the client to secure their system and protect all their tenants, as well as sharing some of the core principles that can help MSPs reduce cyber risk both in their own business, as well as ideas on how to protect their clients better. A single cyber security breach can result in considerable financial and reputational damage...can you afford to take that risk?
For those who want to connect with Andrew, you can reach him via email at andrew@mspeasytools.com or visit the MSP Easy Tools website for more information about their services.
Towards the end of the episode, Andrew reveals a special offer for our listeners. You can download a free version of their security report from the MSP Easy Tools website. This free report can provide a snapshot of your system's security status.
We encourage all our listeners to take up Andrew's offer and assess the security of their own systems.
Join us next time for more expert insights and valuable conversations!
For more information, visit MSP Easy Tools HERE
You can also reach out to Andrew through andrew@mspeasytools.com
Download Andrew’s Free Security Report right HERE
Connect with me on LinkedIn and see what I'm up to by clicking HERE
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click HERE
Until next time, look after yourself and I’ll catch up with you soon!
Kicking off the episode, Dean explains why working with an agency who understands your industry is key and Humnize’s focus on working with MSPs. We discuss the changes in the tech space and how it has affected recruitment and working dynamics.
Dean and I then talk about the importance of having the right people in the business, the challenges faced by MSPs in rushing to fill positions and overlooking red flags in the recruitment process. Both of us agreed that there is a need for a well-defined onboarding and induction process for new hires once you’ve identified the right candidates
Then we discussed the importance of employer brand and presenting an attractive online image to attract candidates. Showcasing your company’s mission and values is just as important as including specifics about the job role and benefits package. We also shared a few examples of how MSPs can invest in their office environment to create an appealing workplace, and some ideas of how to succeed in recruiting the right people like offering soft-benefits, having a compelling job description, , how to conduct effective interviews, and creating a personal connection with candidates.
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Listen to Episode 115 of the IT Experts Podcast about How to Retain Your People with Ian Luckett
Take the MSP Mastery Quiz right HERE
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
First off, we introduced you to the powerful platforms that you can make use of to further supercharge your MSP marketing. We also discussed the importance of platform selection and messaging, understanding analytics and content resonance and how to avoid common marketing pitfalls.
Then we take you through the customer journey; from social media platforms to your website and how email and CRM systems play their role in the whole process. We also talk about how to understand your email CRM metrics, email lists, content planning and creation strategies, and how to make the most of your blog content.
Finally, we talk about events and their importance in your MSP marketing toolkit. We take you through the power of direct message campaigns and the benefits of niche targeting.
Of course, this whole process and this three-episode mini-series would not be effective and “perfect” if you do not know how to supercharge your results, so we discuss this as we wrap up.
We hope you enjoyed this mini-series, and we suggest you listen to it as many times as you need to soak and absorb all the content this show offers.
Watch our Sales and Marketing Masterclass Webinar recording right HERE
Listen to Part 1: The Perfect Process
Listen to Part 2: Magic Messaging
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
This second episode is all about activating the magic wand of messaging.
I will give you tips, strategies and what’s important to get your marketing approach out from having a Sky Ball Syndrome.
This will also help you produce quality content and learn the necessary things to consider so you can build that trust and credibility among the people you deal with in your business.
This episode is more efficient when you listen to Episode 129 first and tune in for the next episode of this three-episode Sales & Marketing mini-series.
I hope you enjoyed this episode, mark your calendar for next week’s final part of this mini-series.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, I'm excited to bring you a Marketing mini-series in three episodes!
Sales and marketing are massive subjects where people don’t know where to start. Is it on apprentice, agency, online course or training?
In this first episode of the mini-series, we are going to talk about Process.
This covers sales funnels, TOF / MOF / BOF, and data tracking CRM or marketing CRM which I hope you really consider in your process.
I also talk about the journey of education and the opportunity in learning, how you build trust, what is it in TOF, how MOF works, and is BOF for me. I also included in how to deal with different types of content and section marketing, together with its corresponding tracking.
I also revealed about the MSP GH model and how to not let go further until sorted.
Wrapping up, I talked about some foundations and strategies.
For you to relate and further understand the things discussed in this episode, you can listen or re-listen our Episode 122 with Ben Spector on Revenue Stack.
I hope you enjoyed this episode, as much as myself enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, it’s just me with another life-changing conversation for you
It is important for us to understand that not every day can be full of fun, happiness and progress.
However, join me in this episode where I help you to recalibrate our mindset to help you make a bad day into a great day.
At the heart of this show we ran through an exercise of Red & Green language and what we need to do to help us progress and grow as individuals as well as business leaders.
Don’t miss this episode! But also, it is related to two others of our episodes on mindset and success stories.
They are Episode 086 and Episode 079
I hope you enjoyed this episode, as much as myself enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
I am lucky to speak to you about a very important strategy. Let’s unbuckle this D-word that will help us boost our MSP growth in every aspect.
For most of us, MSP or business owners, we tend to involve ourselves ensuring that all areas in our team is performing well. Our want and need to be in control put us in administrative challenges. However, tune in as I talk about tips and strategies on how to face the dilemma of assigning someone else to do the work.
I also love how this episode revelead some of the strategic flow that we, in MSP Growth Hub work into. Get to face the realities of the processes on how to scale up our MSP. This is also an opportunity to overcome some of the rocky areas and how to avoid them.
Tune in and dare to delegate in every minute as you listen to this golden episode!
I hope you enjoyed this episode, as much as myself enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
If you didn’t know, Greg is the Vice President of Business Development EMEA at Kaseya/Datto and he starts off with a short introduction on who he is and who he helps.
We then get straight into the main part of the show, where we cover the three things you and your MSP need to know about what has been going on in the IT channel recently.
We discussed the Market, Sales & Marketing, and some tips on helping you grow your MSP.
This episode I ask Greg about some of the controversies in the world right now and how the MSP’s working environment has been affected after the pandemic. Greg also unfolded the importance of focus and what MSPs should do in the next 5 years to thrive and survive.
I love how Greg and I wrapped up as he answered questions and issues that I’m curious about, which I am sure will definitely help you and your MSP grow.
I hope you enjoyed this episode, as much as myself and Greg enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Greg Jones on Linked and see what he’s up to by clicking here – linkedin.com/in/gregpjones
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
If you didn’t know, Greg is the Vice President of Business Development EMEA at Kaseya/Datto and he starts off with a short introduction on who he is and who he helps.
We then get straight into the main part of the show, where we cover the three things you and your MSP need to know about what has been going on in the IT channel recently.
We discussed the Market, Sales & Marketing, and some tips on helping you grow your MSP.
This episode I ask Greg about some of the controversies in the world right now and how the MSP’s working environment has been affected after the pandemic. Greg also unfolded the importance of focus and what MSPs should do in the next 5 years to thrive and survive.
I love how Greg and I wrapped up as he answered questions and issues that I’m curious about, which I am sure will definitely help you and your MSP grow.
I hope you enjoyed this episode, as much as myself and Greg enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Greg Jones on Linked and see what he’s up to by clicking here – linkedin.com/in/gregpjones
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
If you didn’t know, Greg is the Vice President of Business Development EMEA at Kaseya/Datto and he starts off with a short introduction on who he is and who he helps.
We then get straight into the main part of the show, where we cover the three things you and your MSP need to know about what has been going on in the IT channel recently.
We discussed the Market, Sales & Marketing, and some tips on helping you grow your MSP.
This episode I ask Greg about some of the controversies in the world right now and how the MSP’s working environment has been affected after the pandemic. Greg also unfolded the importance of focus and what MSPs should do in the next 5 years to thrive and survive.
I love how Greg and I wrapped up as he answered questions and issues that I’m curious about, which I am sure will definitely help you and your MSP grow.
I hope you enjoyed this episode, as much as myself and Greg enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Greg Jones on Linked and see what he’s up to by clicking here – linkedin.com/in/gregpjones
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
I am delighted to have Stuart back on the Podcast and share how your MSP can effectively maximize revenue and increase it’s profitability without having to ramp up your Sales and Marketing.
In his words, Stuart revealed the secret weapons which is a big reason of how long-term client relationships and sustainable businesses happen. Stuart and I talked about effective strategies from our client framework that is part of the massive subject of Account management.
We run through our 5-step process that will put at least 15% on each and every account in yor MSP
I hope you enjoyed this episode, as much as myself and Stuart enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Stuart Warwick on Linked and see what he’s up to by clicking here – linkedin.com/in/stuartwarwick
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
This year, circulations about financial crisis, recession, and all kinds of dangers in our business are surely mind boggling. However, in this episode, let me help you sort things out by bringing Daniel Welling and Adam Morris from the MSP Finance Team, who sure thinks as fast as either a Fiat or a Ferrari when it comes to financing.
You will know how genuine we are in terms of our financing when you findd out what’s one important ‘M’ word that keeps us going and growing despite all odds. Catch Adam sharing how he grew in his business in the start of a recession years ago and our perspectives about it.
I bet you should move along until the end of the episode, as Daniel, Adam, and I talk about where and what to invest our money, while we also unbuckle the realities of sales and marketing. How it is important in our MSP and how it makes an impact in our journey.
I hope you enjoyed this episode, as much as Daniel, Adam, and I enjoyed recording this (with much preparations, I dreamt!), and the whole IT Experts team enjoyed creating it.
Connect with Daniel Welling on LinkedIn - linkedin.com/in/daniel-welling-54659715
Connect with Adam Morris on LinkedIn - linkedin.com/in/adamcmorris
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, take care of yourself and I’ll catch up with you soon!
I know there’s a lot of talk about business and economic threats happening around or all the possibilities that might happen but, in this episode, I will help you refocus and keep an eye on what matters.
Many MSPs compete on Price and that just ends up being a race to the bottom! However, if we focus on selling the Value that you bring to an organisation – then something magic starts to happen!
My 5 tips are …..
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Get to know your customers' problems
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Understand their own growth plan
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Listen to and use the right language
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Set the ‘ROI’ in your business
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Keep in touch
It’s a straightforward but value-loaded episode here!
I hope you enjoyed this episode, as much I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, take care of yourself and I’ll catch up with you soon!
We have previously heard from him in one of our episodes, Ben Spector from Zomentum shares his insights while we ask for his help in simplifying some of the key tools that MSPs need in their growth journey to reach their objectives or directions ahead.
In the first few minutes, we will hear from Ben and specifically about the extensive measures his company takes in helping MSPs. He first shares his experiences and views on MSPs experiencing multi-stack issues and gives some tips on how to handle it.
Make sure not to miss out on the 4 tools every MSP needs to manage their pipeline - Marketing CRM, Sales CRM, PSA, and Accounting.
These 4 keys are essential in scaling up your business as you map out things clearly in your growth plans.
Wrapping up, I asked Ben about his key tool out of the 4, but we are lucky enough to have access to his blog on "Revenue Stack: The 4 Tools Every MSP Needs to Manage Their Pipeline" as we give the link below.
I hope you enjoyed this episode, as much as Ben and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Ben’s Blog - Revenue Stack: The 4 Tools Every MSP Needs to Manage Their Pipeline - https://benspector.uk/msp-sales/the-4-tools-every-msp-needs-to-manage-their-pipeline/
Connect with Ben on LinkedIn - https://www.linkedin.com/in/benspector1/
Check out Ben’s website here: - https://benspector.uk/
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, take care of yourself and I’ll catch up with you soon!
No doubt, there are so many questions about this contentious R&D issue that we get from MSPs
Join this conversation with Jack from P.S.S Limited – R&D Tax Expert, as he answers a fire hose of questions and overcomes some confusion to help us maximize our R&D tax credit claims.
In the first few minutes, Jack shared some of his success stories and experience in what they do around the industry. I liked how he talked about the value of those small companies and the impact that this initiative can make.
It is all about research and development in this episode, so get your notes pad and pens ready.
All evidence is from Jack’s experience and the insights will blow your mind!
I also asked Jack about the process and their scheme’s blueprint which will surely help your MSPs regain their pounds from taxes.
Jack also made it clear in this episode on how to deal with the legislation’s ambiguity.
Wrapping up, Jack helped me expel the big three myths on R&D tax reliefs.
I hope you enjoyed this episode, as much as myself and Jack enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Jack Davies on Linked and see what he’s up to by clicking here – linkedin.com/in/jack-davies-5937301a9
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
Guess what, we are welcoming the second month of 2023 with Tech Tribe’s main man, Nigel Moore.
If you have been tuning in since last year of our IT Experts Podcast journey, you’d recall that Nigel and the Tech Tribe help connecting MSPs together with their trainings and resources.
As we kickstart this fun (the start is even hilarious already!) yet worthwhile conversation, I asked Nigel about the “why” did he start to take courage in setting up his business. With that, I also let him share his personal vision and asked how much of an importance is putting that vision in place.
More often than not, as things go around in our MSP journey or in our life, we tend to get overwhelmed. Moving along in this episode, I shared my views on this, especially on the importance of planning, as Nigel also talked about his journaling his life.
Wrapping up, we share some golden nuggets on how you should better face the overwhelming feelings you experience and why it’s okay not to be okay.
I hope you enjoyed this episode, as much as myself and Nigel enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Nigel Moore on Linked and see what he’s up to by clicking here – linkedin.com/in/nigelgmoore
Check out Tech Tribe and see what they’re up to by clicking here - linkedin.com/in/nigelgmoore
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, look after yourself and I’ll catch up with you soon!
Just like the previous episode, we’re reaching miles across the United States as Brian Gillette from Feel-Good MSP joins us today. Listen in as he shares how his framework helped him survive and feel good about selling.
More often than not, there are a few MSP owners who are naturally confident in marketing their products. I couldn’t help but get fascinated with our conversation in this episode, as Brian uncovered new perspectives in selling. He left us with a three-point agenda that would help us how to confidently sell and actually feel good about it, these are:
- Solution
- Authenticity
- Connection
For each point, he gave his golden nuggets, as he also related it to the current sales landscape this year.
You sure don’t want to miss our deep reflections but fun-filled episode. Wrapping up, Brian and II gave our own personal notes on how these three could be achieved and how communication is vital in our MSP sales journey.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Brian Gillette on Linked and see what he’s up to by clicking here – linkedin.com/in/brian-gillette-27884b128
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, have a great New Year, you look after yourself and I’ll catch up with you soon!
We’re reaching miles, all the way across Atlanta to talk with Alton Johnson, as he openly shares what he’s up to and how he came up with automating pentesting. He also shared his story since he was 11 years old and how his discoveries brought him to help a lot of MSPs.
As I wonder a ton of things about how people in the MSP have some reservations about securing Cyber-insurance or security, Alton clears the air for us and gave his cents on this. He also pointed out several reasons how MSPs could improve cyber security systems by automated pentesting and how investing in it could have an impact on the business in the long run.
One thing I liked the most in this episode is how your thoughts could change towards the traditional perspective of penetration testing. Alton pulled off by sharing how he and his team simplified things and how efficiently it could give your MSP’s cyber security.
Wrapping up, Alton left bits of advice as he continued clarifying all there is that we need to know in our cyber security system.
I hope you enjoyed this episode, as much as I and Alton enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Check out and learn more about modern pentesting by clicking here – www.vonahi.io
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, have a great New Year,you look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, together with Stuart, we claim this as the best year and moving forward, we will help you beat the dangers of what lies ahead.
Either this is your best year or you just want to make it better, me and Stuart talked about crucial things that we have to get our knees on as we start or continue our business.
Listen in as discussed in the first few minutes, how time management is key to productivity. Stuart gave some golden nuggets on how to tone down our expectations, as we set ourselves back to work after the holidays. I also emphasized how powerful the two Cs are – choose and change.
As we get along, this podcast really pointed out how significant it is to acknowledge dangers and how we drive and thrive in the struggle under the pressure and expectations of a new year. I let Stuart spell out three important strategies that you have to take note of:
- Getting out your own way
- Change your environment
- Check on who you hang out with.
We surely shared our thoughts and experiences about how this should help us taking an eye to the dangers this year. As we wrapped things up, me and Stuart gave our own cents that you shouldn’t miss.
I hope you enjoyed this episode, as much as me and Stuart enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Stuart Warwick and see what he’s up to by clicking here - linkedin.com/in/stuartwarwick
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, have a great New Year,you look after yourself and I’ll catch up with you soon!
Happy New Year and welcome to your best year yet! 💪🏼
In this episode of the IT Experts Podcast, I am giving you a “Motivated Firehose” that will definitely kickstart your 2023 by first, Raising your Standards.
This is just the perfect way to start your New Year! It is usual that in every start of the year, we get to think of the things we want to change, let me help you as I give you some insights into how to identify what you want to do differently this year compared with last year!
As I always put it, mindset is everything. How to start might be an easy question but it is easier said than done.
This time around, if you want different results, the first few minutes of this episode unbuckles golden thoughts on how to achieve lasting change.
I also relate this to the methodology that we use at The MSP Growth Hub – the 4 stages of The MSP Journey.
As you start your 2023 with full hopes of getting yourself and your business better, take these simple but effective tips to get your New Year energy back:
- Set outcome in 90 days.
- Do not be afraid to fail, treat it as a test.
- Break into a 30-day chance.
- Decide on a weekly basis what task you need to achieve each week to hit your monthly milestone.
- Get someone to be an accountability buddy.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, have a great New Year, you look after yourself and I’ll catch up with you soon!
Nearing the holidays, I will help you unwrap effective tips on how to retain your people, especially since we are in a situation where we both deal with the challenges of remote and site works in today’s time.
Make sure to take note of the action points and get yourself loaded as I shared and discussed every strategy, I am giving you. You can implement either one, two, three, four, or even all of the following steps:
- Recruiting the right people.
- Streamlining the onboarding process.
- Getting great connections with co-workers.
- Having a great and amazing employee-manager process.
- Have a personal development plan within your team.
Make sure that you retain your team, retain your staff. Make sure that you know how to build that engagement culture and connect it again with the vision and values of your business.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
This episode comes from the amazing discussions during one of our client alignment and goal setting sessions.
As we all know, the relationship with our team is as important as how we connect with our clients. Over the years as we as individuals as well as in business, this does change.
So, how can we ensure that we stay connect and constantly promote employee engagement?
That leads me to our important 10 tips today and never miss a single point as you listen to this episode, remember your notepad!:
- Good quality Management Information
- Cascading the company Vision, Mission and Values
- Having clear defined departments
- Clear leadership expectations and boundaries
- Everyone knows how and when to escalate issues
- Regular, effective company communications
- Carrying out regular employee engagement surveys
- Having a leadership open-door policy
- Sharing company performance
- Properly rewarding and recognising individuals
In the detail of this episode, I also explain and share some of my experiences with each tip.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
This one is for the reference books so I hope you won’t miss listening to this golden episode, get your pens and paper ready.
I first let Chris walk us through everything the Microsoft Tech for Social Impact Team is doing. It is important we get to know who they are and what their team is doing that is massively helpful for every MSP
In the early minutes, I let Chris unbuckle myths about how non-profit businesses work. He made an interesting and comprehensive discussion on how it works and what the MSP can get from Microsoft to help their business grow,
It gets even more interesting when Chris shared tactics and unboxed the tech for the social impact toolbox.
We cleared up matters on common queries such as funding and payments.
Looking forward, I also let Chris talk about what is in store in the future and things they can offer for improved security. There is a good discussion that involves their internal processes as well.
I hope you enjoyed this episode, as much as Chris and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Here are the important resources we have been talking about in this episode:
Non-profit PARTNER facing site - Build and implement solutions for nonprofits with Microsoft
Security – Secure and Protect Nonprofit Data | Microsoft Nonprofits
Non-profit training - Nonprofit training, courses & resources | Microsoft for Nonprofits
Pricing - Compare Microsoft 365 Nonprofit Plans | Microsoft 365
Eligibility - Nonprofits Grants & Credits Eligibility | Microsoft Nonprofits
Connect and get to know more Chris Lines by clicking his LinkedIn - linkedin.com/in/chris-lines-8442803b
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
https://bit.ly/3IS9dpkUntil next time, you look after yourself and I’ll catch up with you soon!
The IT Experts Podcast with Ian Luckett, is designed to help ambitious IT/MSP business owners build a profitable tech business.
In this show you will learn the complete tried and tested strategies that are working today as Ian helps techie business owners in the IT / MSP community on a daily basis.
The content of this Podcast is a blend of expert advice and Interviews with some of the most successful people in the industry, offering massive value and a wise range of topics from his MSP profit Builder System.
Whether his guests are experts from large enterprises, established IT/MSP businesses, serial entrepreneurs, or world class techies, they all have great stories and content to share.
So, if you are preparing your IT/MSP business for growth, then we will help by sharing what IS and what ISN'T working in business right now.
Our outcome for you listening to this podcast is that we help you to spend quality time working ON your business rather than being consumed IN it!
Fun Fact: If you’re in this episode, you are lucky to know and listen to what structured my discussion with Tracy Pound from CompTIA and Maximity Ltd, during the CompTIA EMEA Conference.
First things first, I believe it is relevant that I talk about the context and reason why I find it crucial to discuss this in my podcast episode. Things that are happening and the changes that are constant, are in any way, affecting much of our lives, even our businesses. However, always is a time when we foremost hold responsibility and accountability for the things we handle.
Hence, make sure that you grab things that help you take note of these five helpful tips in guiding your MSPs to survive economic challenges and even make them stronger and better:
- Based decisions on evidence.
- Step up as a leader.
- Ensure that the structure of your business is scalable.
- Focus on maintaining good relationships with the people you work with.
- Always improve and have a proper business performance.
In line with the thought leadership that this topic is greatly banked on, I also wrapped up this episode by pointing out three key takeaways that will really help you survive all the challenges, particularly in economic crises, you encounter in your MSP.
I hope you enjoyed this episode, as much as Paul and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with me on LinkedIn and see what I'm up to by clicking here – linkedin.com/in/ianluckett
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
Such a great episode we have here since we have never done this before. This meaningful episode is inspired by a session we did in the MSP Growth Hub weeks ago. I’d like to believe that this is truly inspiring to everyone, especially to the MSP owners as we help you understand how important releasing one’s potential is.
I started by asking Stuart what made him decide to start talking with this particular client. Indeed, how this client started was inspiring they really underwent the hustle and bustle journey of growth.
Just like any successful business, everyone’s got their own strategies. With how this client was before, nobody could expect a blow-off. That is why it is really interesting that Stuart also talked about what this client went through to get that exponential growth in everything that he does.
Since I was also wondering how Stuart unbuckled such conversations, I let him reveal a very important thing to rely on, no matter how hard the start will be. This episode can truly help you to build self-belief that leads to growth.
Wrapping up this episode, Stuart gave his top advice on helping people go far. He also revealed something that transpired which astounded me.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Know and understand your potential and where you can individually start a stepping stone in growth, take this MSP Mastery Quiz that could change your life forever.
Link to MSP Mastery Quiz - https://www.scaleyourmspquiz.com/
If you have been listening to our IT Experts Podcast Mini-Series about the 36 powerful ideas to grow your MSP, then you already know what I'm talking about.
Enjoy!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
Such a great episode we have here since we have never done this before. This meaningful episode is inspired by a session we did in the MSP Growth Hub weeks ago. I’d like to believe that this is truly inspiring to everyone, especially to the MSP owners as we help you understand how important releasing one’s potential is.
I started by asking Stuart what made him decide to start talking with this particular client. Indeed, how this client started was inspiring they really underwent the hustle and bustle journey of growth.
Just like any successful business, everyone’s got their own strategies. With how this client was before, nobody could expect a blow-off. That is why it is really interesting that Stuart also talked about what this client went through to get that exponential growth in everything that he does.
Since I was also wondering how Stuart unbuckled such conversations, I let him reveal a very important thing to rely on, no matter how hard the start will be. This episode can truly help you to build self-belief that leads to growth.
Wrapping up this episode, Stuart gave his top advice on helping people go far. He also revealed something that transpired which astounded me.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Know and understand your potential and where you can individually start a stepping stone in growth, take this MSP Mastery Quiz that could change your life forever.
Link to MSP Mastery Quiz - https://www.scaleyourmspquiz.com/
If you have been listening to our IT Experts Podcast Mini-Series about the 36 powerful ideas to grow your MSP, then you already know what I'm talking about.
Enjoy!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In the IT & MSP space, opportunities do not disappear. In fact, they keep on coming. Whether you are a small MSP or a booming 7-figure MSP, there are always opportunities for your business, that are right for you and help you grow your MSP to YOUR next level.
This is the big finale with the “It's a Big Tech Quiz” that will show just how little a lot of us actually know about tech!
You can also hear this crossover show on any of our channels:
- Ian Luckett: https://innovatetosuccess.com/itega-podcast/
- Richard Tubb: https://www.tubblog.co.uk/podcast/
- Adam Walter + Skip Zeigler: https://anchor.fm/humanize-it
- Todd Kane: https://www.evolvedmgmt.com/podcast
- Praveen Ramesh: https://superops.ai/superpod
- Paul Green: https://www.paulgreensmspmarketing.com/podcast-intro/
If you have been listening to our IT Experts Podcast Mini-Series about the 36 powerful ideas to grow your MSP, then you already know what I'm talking about.
Enjoy!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In this fifth and final episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about finally taking all you learned into action to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have where you can actually download right HERE and is spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and a recap of the previous episodes.
In this episode of the series, we finally take all the lessons learned from the previous four episodes into ACTION and get results. Time to finally take your MSP through the 7-figure barrier.
The first thing that you need to take into account is balance. It’s important to make sure that you have got a balance in running your MSP. I share with you the analogy of the three-legged stool to help you understand why this is now the time to put some action.
I also ask you the six powerful questions that I want you to spend a good 2-30 minutes on for you to fully have a think about and understand where your business is right now. I want you to write down these questions and answer them with your thoughts and initial response.
- On a scale of 1-10, how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
The second idea that is important in your action planning is to learn and understand the most important relationship ever. It’s called cause and effect. The choices that you make cause and create effects in your life and in your business.
Next is all about JFDI, like Nike! And the good old accountability. It’s around going the right things in the right order at the right time. And this is what scaling your MSP is all about.
I also tackle potential over performance. The achievement of real success comes from focusing on your potential with your business as well as your performance. Then I remind you of the importance of pausing and taking stock to get some perspective. It’s always a good thing to clear all the clutter in your mind in order for you to move forward and work through your plan.
I hope you enjoyed this mini-series, even though this has been a firehose of information for the whole month of September. We only have three months left before 2023, and let’s make it matter.
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In this fifth and final episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about finally taking all you learned into action to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have where you can actually download right HERE and is spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and a recap of the previous episodes.
In this episode of the series, we finally take all the lessons learned from the previous four episodes into ACTION and get results. Time to finally take your MSP through the 7-figure barrier.
The first thing that you need to take into account is balance. It’s important to make sure that you have got a balance in running your MSP. I share with you the analogy of the three-legged stool to help you understand why this is now the time to put some action.
I also ask you the six powerful questions that I want you to spend a good 2-30 minutes on for you to fully have a think about and understand where your business is right now. I want you to write down these questions and answer them with your thoughts and initial response.
- On a scale of 1-10, how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
The second idea that is important in your action planning is to learn and understand the most important relationship ever. It’s called cause and effect. The choices that you make cause and create effects in your life and in your business.
Next is all about JFDI, like Nike! And the good old accountability. It’s around going the right things in the right order at the right time. And this is what scaling your MSP is all about.
I also tackle potential over performance. The achievement of real success comes from focusing on your potential with your business as well as your performance. Then I remind you of the importance of pausing and taking stock to get some perspective. It’s always a good thing to clear all the clutter in your mind in order for you to move forward and work through your plan.
I hope you enjoyed this mini-series, even though this has been a firehose of information for the whole month of September. We only have three months left before 2023, and let’s make it matter.
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In this fourth episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about maximising your opportunities to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE and is spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and a recap of the previous episodes.
In this episode of the series, I talk about maximising your opportunities in your MSP business. This is about going from no leads to the lead flow.
The first idea that I share with you in this episode is all about increasing your pricing. We understand that this is an area that most MSPs are scared to do, but here I explain to you why it’s important and how to overcome this fear.
The next idea that I personally love to help you understand is the reality that you are not important in your MSP until people know how you can make their life easier and how you can solve their problems. This might hurt a little bit, but I explain why and why this is a very critical element in having the right mindset so you can grow your MSP business.
I also briefly talk about the sales funnel and getting your messaging right as one of the key elements in maximising your opportunities.
The third and final idea that I share with you in this episode is what we call ‘shaking the tree’ And this is all around how you are selling more. You have put your prices up, and you already figured out your messaging, but how are you selling more? How are you offering more value?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the last episode being released on Monday, September 26th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742
Until next time, you look after yourself and I’ll catch up with you soon!
In this fourth episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about maximising your opportunities to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE and is spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and a recap of the previous episodes.
In this episode of the series, I talk about maximising your opportunities in your MSP business. This is about going from no leads to the lead flow.
The first idea that I share with you in this episode is all about increasing your pricing. We understand that this is an area that most MSPs are scared to do, but here I explain to you why it’s important and how to overcome this fear.
The next idea that I personally love to help you understand is the reality that you are not important in your MSP until people know how you can make their life easier and how you can solve their problems. This might hurt a little bit, but I explain why and why this is a very critical element in having the right mindset so you can grow your MSP business.
I also briefly talk about the sales funnel and getting your messaging right as one of the key elements in maximising your opportunities.
The third and final idea that I share with you in this episode is what we call ‘shaking the tree’ And this is all around how you are selling more. You have put your prices up, and you already figured out your messaging, but how are you selling more? How are you offering more value?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the last episode being released on Monday, September 26th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742
Until next time, you look after yourself and I’ll catch up with you soon!
In this third episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about amplifying your capacity to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE and will be spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and what these episodes are.
In this third episode of the series, I talk to you about amplifying your capacity in your MSP business. Amplifying your capacity is about taking your business from being ‘Me Dependent’ to ‘Me Not Needed’, and this is all around the structure, operational flow, and facilitating the performance of your people as well.
The first idea that I share with you is about investment and your thinking around it. Your investment isn’t just about sales and marketing and thinks that the world would be easier once you have got them.
Secondly, I talk to you about the importance of leverage, and we call it ‘heavy lifting made easy'. Sometimes, it’s not until you make this decision that’s going to then relieve you.
The third and final idea for this episode is what we also call ‘You hired a monster.’ And this is about your people; having someone come in, and when they’re not doing their job properly, could result in an absolute car crash. It’s around expectation exchange, facilitating their performance, and overcoming that difficult conversation.
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Thursday, September 22nd!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In this third episode of the special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and talk about amplifying your capacity to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE and will be spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and what these episodes are.
In this third episode of the series, I talk to you about amplifying your capacity in your MSP business. Amplifying your capacity is about taking your business from being ‘Me Dependent’ to ‘Me Not Needed’, and this is all around the structure, operational flow, and facilitating the performance of your people as well.
The first idea that I share with you is about investment and your thinking around it. Your investment isn’t just about sales and marketing and thinks that the world would be easier once you have got them.
Secondly, I talk to you about the importance of leverage, and we call it ‘heavy lifting made easy'. Sometimes, it’s not until you make this decision that’s going to then relieve you.
The third and final idea for this episode is what we also call ‘You hired a monster.’ And this is about your people; having someone come in, and when they’re not doing their job properly, could result in an absolute car crash. It’s around expectation exchange, facilitating their performance, and overcoming that difficult conversation.
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Thursday, September 22nd!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
These 36 powerful ideas to scale your MSP comes from a resource that we have where you can actually download right HERE and will be spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and what these episodes are.
Now, being the second episode of the mini-series, this is all about harnessing your ambition. It is all about taking you from being distracted and being completely demanded on by everybody to getting you absolute clarity and avoid overwhelm in your MSP business.
In this episode, I talk to you about the Shadow of the Leader and how setting your vision, mission, and values perfectly connects with scaling your MSP business. It’s important to look at your own reflection in the mirror and have a think about the gaps that you can fill in to be a better leader.
I also talk about the importance of forecasting your KPIs and knowing your numbers. Remember that just because you have got a hundred thousand grand in the bank does not mean you have a successful business.
The third key element that I talked to you about in this episode is all about accountability and the importance of having a vision. It’s important to know what winning looks like for you and your vision will take you there. Your vision anchors the business.
If you missed it, here are the six powerful questions that I mentioned in the previous episodes that I want you to spend a good 20-30 minutes on for you to fully have a think about and understand where your MSP business is right now. Write down these questions and answer them with your initial thoughts.
- On a scale of 1-10 how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Monday, September 19th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
These 36 powerful ideas to scale your MSP comes from a resource that we have where you can actually download right HERE and will be spread out into the five key episodes in this mini-series.
As usual, I briefly share with you what this mini-series is about, how it came together, how many episodes this consists of, and what these episodes are.
Now, being the second episode of the mini-series, this is all about harnessing your ambition. It is all about taking you from being distracted and being completely demanded on by everybody to getting you absolute clarity and avoid overwhelm in your MSP business.
In this episode, I talk to you about the Shadow of the Leader and how setting your vision, mission, and values perfectly connects with scaling your MSP business. It’s important to look at your own reflection in the mirror and have a think about the gaps that you can fill in to be a better leader.
I also talk about the importance of forecasting your KPIs and knowing your numbers. Remember that just because you have got a hundred thousand grand in the bank does not mean you have a successful business.
The third key element that I talked to you about in this episode is all about accountability and the importance of having a vision. It’s important to know what winning looks like for you and your vision will take you there. Your vision anchors the business.
If you missed it, here are the six powerful questions that I mentioned in the previous episodes that I want you to spend a good 20-30 minutes on for you to fully have a think about and understand where your MSP business is right now. Write down these questions and answer them with your initial thoughts.
- On a scale of 1-10 how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Monday, September 19th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
In this first episode of a special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and understand the mind behind success to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE, and will be spread out into the five key episodes in this mini-series.
As I briefly share with you what this mini-series will consist of, I also share how it’s important to get your pen and notepad (or electronic notepad) ready as I will be giving you some questions that are also important for you to answer, particularly in this episode.
To start with, I mention how Episode 99 of the IT Experts Podcast plays an important role in this mini-series because that was the episode where Stuart and I talked about the MSP journey and its various stages.
For this first episode of the mini-series, I talk to you about the One Thing your MSP needs, the importance of awareness and mindset in recognizing early warning systems in your MSP, how fear of change affects the way you run your MSP, and everything that has got to do with certainty, confidence and getting your mindset right.
And for you to understand all of these ideas and how they link to building and scaling your MSP with confidence, then you will just have to listen to the whole episode.
I also ask you the six powerful questions that I want you to spend a good 2-30 minutes on for you to fully have a think about and understand where your business is right now. I want you to write down these questions and answer them with your thoughts and initial response.
- On a scale of 1-10, how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Thursday, September 15th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
https://bit.ly/3IS9dpkUntil next time, you look after yourself and I’ll catch up with you soon!
In this first episode of a special IT Experts Podcast mini-series, we dive into the 36 powerful ideas and understand the mind behind success to scale your MSP with confidence.
These 36 powerful ideas to scale your MSP comes from a resource that we have that you can actually download right HERE, and will be spread out into the five key episodes in this mini-series.
As I briefly share with you what this mini-series will consist of, I also share how it’s important to get your pen and notepad (or electronic notepad) ready as I will be giving you some questions that are also important for you to answer, particularly in this episode.
To start with, I mention how Episode 99 of the IT Experts Podcast plays an important role in this mini-series because that was the episode where Stuart and I talked about the MSP journey and its various stages.
For this first episode of the mini-series, I talk to you about the One Thing your MSP needs, the importance of awareness and mindset in recognizing early warning systems in your MSP, how fear of change affects the way you run your MSP, and everything that has got to do with certainty, confidence and getting your mindset right.
And for you to understand all of these ideas and how they link to building and scaling your MSP with confidence, then you will just have to listen to the whole episode.
I also ask you the six powerful questions that I want you to spend a good 2-30 minutes on for you to fully have a think about and understand where your business is right now. I want you to write down these questions and answer them with your thoughts and initial response.
- On a scale of 1-10, how satisfied are you with how your IT/MSP is growing in line with the vision and hopes you had for it? Be honest with yourself.
- If scoring less than a nine or ten, what specifically about the business is causing you to feel this way? It may be more than one thing or area of the business…
- What is the consequence of not addressing what came up in 2)?
- If you could address what came up in 2) what difference would it make to your business and/or life?
- What one thing could you do that would allow you to start to address this?
- What would success look like if you fully addressed it?
I hope you enjoyed this episode, and we look forward to you following us on this mini-series, with the next episode being released on Thursday, September 15th!
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
https://bit.ly/3IS9dpkUntil next time, you look after yourself and I’ll catch up with you soon!
This is probably one of the most brilliant questions that I really like to talk about with you so it ended into a podcast episode. In our MSP Journey, one key thing is to not throttle our business. So, I give you these 5 key tips and explained why it is important to growing your MSP:
-
Have your Vision
-
Measure what matters
-
Be careful who you make decisions with
-
Be mindful of your time management
-
Have regular reviews on your team
Mind you, these tips are really helpful and even I can attest to it. Make sure you are not one of the reasons why your MSP is not growing and I hope these tips help you with it.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Also, as I mentioned in this episode, Stuart and I have a Joint Keynote at the Managed Service Summit in London on Wednesday 14th of September, it’s going to be an amazing event and it would be great to meet you there. All you need to do is click here to register: - https://bit.ly/3IS9dpk
Until next time, you look after yourself and I’ll catch up with you soon!
This is probably one of the most brilliant questions that I really like to talk about with you so it ended into a podcast episode. In our MSP Journey, one key thing is to not throttle our business. So, I give you these 5 key tips and explained why it is important to growing your MSP:
-
Have your Vision
-
Measure what matters
-
Be careful who you make decisions with
-
Be mindful of your time management
-
Have regular reviews on your team
Mind you, these tips are really helpful and even I can attest to it. Make sure you are not one of the reasons why your MSP is not growing and I hope these tips help you with it.
I hope you enjoyed this episode, as much as I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Also, as I mentioned in this episode, Stuart and I have a Joint Keynote at the Managed Service Summit in London on Wednesday 14th of September, it’s going to be an amazing event and it would be great to meet you there. All you need to do is click here to register: - https://bit.ly/3IS9dpk
Until next time, you look after yourself and I’ll catch up with you soon!
First things first, Stephen shares all about himself and why he was put in front of the IT Experts Podcast limelight on behalf of NinjaOne. Stephen shares that he is from the MSP world himself with 14 years running an MSP in the Northeast of England. He briefly shares his journey in the MSP space.
Stephen then talks about the transition from Ninja RMM to NinjaOne and how the whole thing came about. Steven highlights that rebranding happens especially when building and organisation and starting to change in direction.
Then Stephen talks about the difference between Ninja RMM and NinjaOne. He says that in terms of the tool itself, they have built on a number of features where ultimately, they were just listening to the customers and what they want in the product. He also talks about the other solution stacks that they have got built into their system now.
We then continued to talk about the main challenge, why MSPs have so many systems and I ask Stephen his understanding of why this happens. For Stephen, the biggest reason that he always sees is the typical belief, “The customer is always right.” We then talk about an MSP’s relationship with vendors and how does having multiple vendors affects their ability to scale.
Then we tackle how can an MSP measure the effectiveness of their stack from an ROI perspective. Stephen says that it's about going down the traditional model and looking at the financial impact. At the same time, Stephen highlights that, although there isn’t a perfect way to measure it, it’s got to be the right way for your MSP.
Stephen also talk about how long he has been with NinjaOne and some of his predictions in the help desk, solution stack, and automation space. Stephen says that the biggest one he is currently seeing is how every MSP is now asking out for some form of API/automation/integration as they want to work freely between tools.
Wrapping up the episode, Stephen shares all about NinjaOne and what’s in it for MSPs. NinjaOne is a single-pane IT management that MSPs can use to turn IT into a source of growth and innovation. Stephen draws from his experience and challenges before being in the MSP space and how NinjaOne helped them.
If you are using the right tools in the right fashion, you can scale a decent amount.
To learn more about NinjaOne and the solutions they offer to help you turn IT into a source of growth and innovation, visit their website here - https://www.ninjaone.com/
Join us in attending the ultimate MSP marketing strategy in just 60 minutes with Paul Green and NinjaOne. Simply click here - https://go.ninjaone.com/msp-marketing-webinar
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
First things first, Stephen shares all about himself and why he was put in front of the IT Experts Podcast limelight on behalf of NinjaOne. Stephen shares that he is from the MSP world himself with 14 years running an MSP in the Northeast of England. He briefly shares his journey in the MSP space.
Stephen then talks about the transition from Ninja RMM to NinjaOne and how the whole thing came about. Steven highlights that rebranding happens especially when building and organisation and starting to change in direction.
Then Stephen talks about the difference between Ninja RMM and NinjaOne. He says that in terms of the tool itself, they have built on a number of features where ultimately, they were just listening to the customers and what they want in the product. He also talks about the other solution stacks that they have got built into their system now.
We then continued to talk about the main challenge, why MSPs have so many systems and I ask Stephen his understanding of why this happens. For Stephen, the biggest reason that he always sees is the typical belief, “The customer is always right.” We then talk about an MSP’s relationship with vendors and how does having multiple vendors affects their ability to scale.
Then we tackle how can an MSP measure the effectiveness of their stack from an ROI perspective. Stephen says that it's about going down the traditional model and looking at the financial impact. At the same time, Stephen highlights that, although there isn’t a perfect way to measure it, it’s got to be the right way for your MSP.
Stephen also talk about how long he has been with NinjaOne and some of his predictions in the help desk, solution stack, and automation space. Stephen says that the biggest one he is currently seeing is how every MSP is now asking out for some form of API/automation/integration as they want to work freely between tools.
Wrapping up the episode, Stephen shares all about NinjaOne and what’s in it for MSPs. NinjaOne is a single-pane IT management that MSPs can use to turn IT into a source of growth and innovation. Stephen draws from his experience and challenges before being in the MSP space and how NinjaOne helped them.
If you are using the right tools in the right fashion, you can scale a decent amount.
To learn more about NinjaOne and the solutions they offer to help you turn IT into a source of growth and innovation, visit their website here - https://www.ninjaone.com/
Join us in attending the ultimate MSP marketing strategy in just 60 minutes with Paul Green and NinjaOne. Simply click here - https://go.ninjaone.com/msp-marketing-webinar
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
I guess this is something you all should not miss, although it took us more than our usual air time. So, before we head on to the 7 Power Presenting Protocols in successfully presenting to others, I let him talk about who and what he does. Surely, Geeks are not that uninteresting at all.
As a kickstart, David talked about the first protocol – Purpose. Which I think is an essential starting point in order to build a clear call to action. The following protocols which are filled with stories and experiences from David and me are Planning, Preferences, Practice, and Participation.
Before coming into the sixth and final protocol, David emphasized that it is important to ensure these first five protocols in order to secure proper execution and delivery. Thereafter we talked about the critical processes of Performance and Presentation.
This may be one long episode but surely, I am fascinated by how David is precise in explaining each process I can also share some experiences I had in the past years. There are also some tips for both beginners and professionals that will surely help in confidence building when you are to deliver and present.
Wrapping up, David did a word trick that would resonate with Rapport – an important thing to establish that would generate connections, relationships, and thought lead. A perfect episode for you, who wish to improve and become the best speaker you could ever be.
I hope you enjoyed this episode, as much as David and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with David Duffet on LinkedIn and see what he’s up to by clicking here – https://www.linkedin.com/in/david-duffett-public-speaker-presentation-trainer-coach
Check out David’s site, all on ‘Why Nerds Aren’t Heard: 7 Ways Geeks Sabotage Their Own Presentations’ - https://letthegeekspeak.com/free-report/
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Also, I also mentioned in the show, Stuart and I have a Joint Keynote at the Managed Service Summit in London on Wednesday 14th of September, it’s going to be an amazing event and it would be great to meet you there. All you need to do is click here to register : - https://bit.ly/3IS9dpk
Until next time, you look after yourself and I’ll catch up with you soon!
If there’s anyone credible about how we could use this strategy to add more value to our clients and more projects in our MSP, he is no other than a VCIO himself – Paul Croker. In letting him introduce what he’s been doing, Paul speaks of his company 18it UK which is focused on providing outsourced Virtual Chief Information Office (VCIO).
Before getting serious about how VCIOs help in the MSP journey, I asked Paul about the difference between the VCIO and the CTO role. Straightforward in his answer, we then had an interesting conversation as I asked Paul what he thinks about this strategy on the Old Sales Funnel and what can it do more to the New Sales Funnel.
Talking about one of my favourite rants – not talking technical matters because you are not selling to technical people, we then discussed how important having VCIO service is to understand your client and the people you deal with above anything else. As someone working with a team, I also asked Paul how having this strategy could work in such dynamics and how could it work in terms of chargeable matters.
Going halfway, I think it is also important to talk about how would an MSP be in having this kind of service and its processes. Paul emphasized the importance of right alignment. I also asked him which this service in the MSP could best work for – in planning or delivery.
The conversation gets even more interesting as Paul talked about who really is and what really is a VCIO, in an MSP. He also revealed their own ‘listening policy’ that helped them in their business. This is a great reminder of how it helps us realign into getting our MSP’s flow and its roadmaps looking forward. Of course, we never would want our conversation to finish without talking about how different people are, with different cultures and personalities.
Wrapping up this Episode, Paul gave some golden tips on what your MSP should need to know and get to be doing which are much helpful and practical.
I hope you enjoyed this episode, as much as Paul and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Paul Croker on LinkedIn and see what he’s up to by clicking here – Paul Croker
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Also, I also mentioned in the show, Stuart and I have a Joint Keynote at the Managed Service Summit in London on Wednesday 14th of September, it’s going to be an amazing event and it would be great to meet you there. All you need to do is click here to register: - https://bit.ly/3IS9dpk
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Early on Monday 8th August 2022, we had our very first LIVE podcast session, and we streamed it LIVE on our Facebook Group, there is no other thought than sharing it with you. This one’s for those who want to listen again and for those who missed this special episode.
As a kickstart, I personally shared my corporate experience as a team member for six months. A memorable one, and mind you, I was just only 25 at the time. It is where I learned many things that started my career in Leadership.
Then, Stuart gave his insight about the importance of understanding how to approach growth and change in your MSP. As it is not all about revolution but evolution, the two tracks you should elevate in your business.
Here, we talked about our core philosophy and the very important 3 leadership pinnacles – Personal, Strategic, and Team Leadership
Stuart emphasised the thing to let go in order to succeed in the journey.
In one of the highlights of this episode, we introduced our Scale with Confidence model (you can learn more about this if you join the group). Together with this, I emphasized how learning new things could really help develop ourselves as leaders. Stuart then talked about the fear zone and the importance of why and when you should do things within these zones.
We then discussed what good leadership looks like and how it could help you align yourself with your plan
By the end of the episode, we answered two questions that are about how to find and make time amidst all the busy stuff going on in your life and the other on how to get a team into taking ownership.
I hope you enjoyed this episode, as much as Stuart and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up With Confidence, then click here – https://www.facebook.com/groups/738967166458742/
Also, as we mentioned in the show, Stuart and I have a Joint Keynote at the Managed Service Summit in London on Wednesday 14th of September, it’s going to be an amazing event and it would be great to meet you there. All you need to do is click here to register: - https://bit.ly/3IS9dpk
Reaching it this far, we are also honoured to be part of the amazing Tech Tribe Community run by Nigel Moore and Richard Tubb and we are now holding regular meet-ups in our office so if you are an MSP with ambition, you should join and become a triber in this spectacular community with over thousands of people in MSP.
Join Tech Tribe, check it out here -https://thetechtribe.com/join-the-tribe/?refer=TTT-REF-1922&affiliate=ianluckett
Until next time, you look after yourself and I’ll catch up with you soon!
Before I unfold my 100th podcast, I bring you a special wrap-up of three of the best IT Experts Podcast Episodes over the last six months.
Perhaps you might be thinking why is it 99.5 that comes before a hundredth? However, as always, I want to make sure that our listening community gets the best bang for your earbuds!
With that, Stuart and I are happy to announce that our 100th is going live in our Facebook Group – Scale With Confidence a specific Facebook group for IT and MSP business owners who want to scale and grow to a million, and if you are already a million, get to five faster.
Don’t miss this rare opportunity, join in now and ask us your mind-boggling questions!
In this special episode, one thing is certain, I cannot reach it this far if not with the help of the people I have massive respect for, and great friends Richard Tubb, Ben Spector, and Paul Green.
As we go through this episode, we reflect on their best insights into the field they are in and the topics that are worth taking notes on and acting on.
Kicking off this energy-filled episode, I am with the legend, Richard Tubb in Episode 86, recalling how he started his business journey. Definitely an inspiring discussion on how he became a successful author, speaker, and writer in the MSP industry after he sold his MSP business. A part where you will know what it takes to have a Mindset Magic that will help you harness your ambition.
I bet you should not miss how we talked about something uncomfortable for most MSP owners but it will absolutely help in becoming a better one. Certainly, this episode should be on top of your priorities when you want to grow, be better and get that right business mindset.
In the next section of the model, Amplifying your capacity, we cover your Vision, strength, processes, and systems, and in Episode 89 the great Ben Spector is one of my favorites.
Stepping out of your comfort zone is at times underrated, but in this discussion, Ben highlighted his career experiences from being both an employer and an employee. At the center of it is a total recall of how systems and processes interact as we give you these value-laden discussions. How ‘Process Paralysis’ takes place and what to do in order to manage it.
Surely, an inspiring episode on how not to worry about the hustle and bustle of MSP SOPs, systems, and implementations as Ben and I got you.
Down to the third best-picked, I am with an amazing friend and MSP Marketing Expert, Paul Green. In his seven-year MSP journey, he helped us understand MSP marketing trends in 2022. Episode 78 allows us to realize the importance of maximizing capacity, center customers, and how difficult it is to get MSPs into marketing.
You should not miss how Paul talked about Marketing Tactics and Strategies in order to actualize ‘No leads to Lead Flow’ in your MSP business.
Unlike most wrap-ups, this is not the end of an era but only the beginning of a new and better one – the thing we always work on. I hope these three are in your favorites too! Then one thing, never miss out and keep an ear on our 100th Episode.
I hope you enjoyed not just these top three favourite lists but every episode we give out as the whole IT Experts team enjoyed creating every single thing of it.
Connect and listen to Richard Tubb on his website by clicking here – https://www.tubblog.co.uk/
Also, you can connect with Ben Spector on his LinkedIn here – https://www.linkedin.com/in/benspector1/
Or you can visit his website by clicking here – https://benspector.uk/
And, if you want to learn more about Paul Green’s marketing services, simply click here - https://www.mspmarketingedge.com/
And to get a copy of Paul’s book, click here - https://www.paulgreensmspmarketing.com/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
Join our Facebook Group and be part of our MSP Journey as we help you Scale Up With Confidence – https://www.facebook.com/groups/738967166458742/
Until next time, you look after yourself and I’ll catch up with you soon!
With everything that’s going on, this Episode will remind and get us through what it takes to grow and improve your MSP. As a kickstart, I moderated the conversation by letting Stuart express the importance of why they really need to be curious about what the journey looks like.
Moving forward, the Scale with Confidence formula is unfolded. Particularly, in the Three Pillars or phases, one must be patient and good enough to work with.
Firstly, we had a comprehensive discussion on what the first phase – Survive Phase is all about and what one should focus to do in that phase. Stuart explained what this phase is defined, how it is driven, and how should an individual think about showing up.
Since then, we have been banking on the value of mindset, so I asked Stuart what then a healthy mindset looks like. This part is something you should never miss out on since he revealed two important realities that you are about to face and what you should do to prevent this or get out of this when you are already in.
In the second phase which is the Drive Phase, I and Stuart agreed on the significant impact of how the structure side matters. Here, are areas to step into or away from being discussed, and what really is the MSP Journey all about.
Before going deep into the last phase, we never forget to talk about a special ingredient – Leadership. The Thrive and Arrive Phase on the last pillar is something you should also greatly look into. Stuart had a thorough discussion on real tipping points and how leadership affects this phase. Its processes, skills, and ways to enter this phase.
Wrapping up this Episode, we laid our inputs on how we really apply this model to the MSP journey as a process and how you can easily reach out through our channels.
I hope you enjoyed this episode, as much as Stuart and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Stuart Warwick on LinkedIn and see what he’s up to by clicking here – https://www.linkedin.com/in/stuartwarwick
Join our Facebook Group and be part of our MSP Journey as we help you Scale with Confidence – https://www.facebook.com/groups/738967166458742/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
I’m a massive fan of events and it is with great pleasure that Pete and I had a conversation on how it’s done, what are the necessary things to consider, and also where do I start
Definitely, no one could ever lead us through this conversation but Peter Davies. He is the head of managed services sales from Angel Business Communications. A long-time traditional publisher who has been in IT services for 25 years and holding IT events for 23 years. Pete is best known for running and supporting big events, like the Managed Services Summit, which makes this episode even more exciting.
Pete and I started by really getting into knowing what event strategies should an MSP Marketing team consider. Knowing why it is important to always ensure correct planning to ensure its success and why we need to use events in the first place
We also shared our views on the importance of building great relationships with peers, vendors, and suppliers in every matter.
Pete agreed with me, that sometimes hosting events can be daunting. Pete then emphasised the important things to establish first, before selling a product.
The C-word to make in order to find better opportunities and have better outcomes.
As we talked about things to do, we also shared an important list of NOT to do’s, especially if you are still starting to find meaningful engagements or establish something in an event.
Pete then wrapped up by sharing the key things to look for to make sure the events are really valuable for everybody, whether for the vendor or seller – making sure inclusivity.
At the heart of this episode, I believe the best way to wrap up is by a shameless plug.
Check out what events they are working on, either online or physical meetings.
Pete and I are excited and looking forward to these events and you can book on to the Managed Services Summit in September, here: - - https://managedservicessummit.com/
I hope you enjoyed this episode, as much as Pete and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect Peter Davies on LinkedIn and see what he’s up to by clicking here – https://www.linkedin.com/in/peted76/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
It has been a pleasure talking with Phylip in Episode 094, about his life-changing event as he battled Tuberculosis. This time, I couldn’t think of anyone that I can do it with, except Phylip Morgan himself. This is definitely a perfect balance of laughter and tears, as we just get along without any piece of script or pre-prepared questions.
Initially, Phylip enabled me to start with and talk about that one life-changing event that happened between me and my wife, Wendy. This is something I never talked about in public but has an integral part in me, especially in how I’ve dealt with these challenges with our son for the past 22 years. It was then I talked about what happened to us that changed our lives forever.
For Phylip, the kickstart is a real up-to-date talk about a part of my life.
As we go along, Phylip emphasized the unavoidable highs and lows in life, and he gave me an avenue to express how me and my wife reacted and faced the diagnosis of our son Daniel. With that, firstly I was able to recall two unforgettable moments of how Epilepsy happens so randomly. Then I talked about how we came about with the best decision, that impacted Daniel’s growth and also us. A tipping point, in the word – acceptance.
Phylip then opened a bit about how he handled and went through his father’s health condition, which led me to share how me and my wife, as a couple, continued with this lifetime situation we are in. It was a total recall of the struggles, rejections, and differences we faced together prioritising Daniel’s needs, and how I fought for them. Also, the part where I talked about what gives me more drive to continue despite someone or something stopping me, even in the world of my business or with the work we do with the MSPs.
As we talked about how we are being motivated, Phylip allowed me to get back into some moments where I was still in the corporate world and the encounter I had with a random man. A reminder of how me and Stuart managed and get along with our business and the different clients we face every day.
Lastly, Phylip asked me to give some advice to the people who experienced the same personal and business struggles I have.
As we wrap the episode, Phylip commended how everyone should relate to starting really with a great team, as he talks about one of the books that got him hooked. From there, we then had the time to talk about what we see in the five years ahead of us, as a father and someone hustling in the business we have.
I really do hope you did not just enjoy this episode but were able to get some real important work-life lessons, because as much as Phylip and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Connect with Phylip Morgan on his LinkedIn by clicking here – https://www.linkedin.com/in/phylip/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
The Channel Partners Europe was a two-day event that happened on the 14th and 15th of June 2022. As the tech channel is at a turning point now where it’s already embracing a post-pandemic world, this event by the Channel Partners Events, showcased innovation, drove digital transformation, and provided all the channel insights and education an IT & MSP owner needs all under one roof.
It was a great event where more than 500 MSPs, resellers, and vendors networked and discussed business best practices, pivotal issues, and market opportunities. It was also jam-packed with presentations and speeches from 50+ channel leaders and experts in the IT & MSP space.
In summary, the golden keys to building great teams are:
- Shared Company Vision, Mission, and Values
- Business Wide KPIs and Connected Team Targets
- Team Self-Awareness – Knowing Each Other
- Individual Appraisals, Target Setting, and Accountability
- Measured Employee Engagement
- Correct Reward and Recognition
I discussed and explained them one by one, the critical key points they come with, and why they are the golden keys to unlocking the potential and performance of your people without spending a penny.
I also briefly talked about why leadership is important for an MSP owner to grow and scale their business confidently, the Shadow of the Leader, and how a DISC profile can help you be a great and confident MSP business leader.
Wrapping up my keynote presentation, I shared a cheat sheet of this keynote where attendees and listeners can get a hold of the golden keys that I discussed in this keynote presentation.
The Channel Partners Europe is one of the many events that we attended and will be attending this year, as you can see, we do love events. I hope you enjoy this episode as much as we enjoy sharing it with you.
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We skip the formal introductions and go straight to business talking about cyber resilience. I express that when the pandemic happened there have been lots of cyber-attacks and I ask Greg what he thinks about the threat landscape of the whole cyber resilience thing. We both discuss the severity of it and whether or not MSPs should take it seriously.
Personally, Greg thinks that MSPs are aware of the threat, but are just confused about how to take the first step in their cyber resilience journey. It is also a daunting thing that even Datto, a big organisation in the channel, is also daunted by it.
We then talked about Greg’s step-by-step tips on how MSPs start with cyber resiliency. Greg says that the first tip he can give is to not rush in buying technology to try and just address cyber resiliency. Planning and conducting a review is an important first step.
Start with your people, then with your processes. Look at the gaps and then take care of the technology.
Then we continued to tackle getting the right messaging of cyber resilience to two different types of avatars, the people who want it because they are aware of the risks that are there, and the people who are aware but not enough to care because it has never happened to them. Greg then talks about the different options on how to position the messaging to the different set avatars. Some of the options that Greg mentions and explains are using the fear factor and training and education.
We also talk about how MSPs being negligent when their clients get breached. Greg says that although it can depend on disclaimers, it’s still about thinking about what the right thing is to do.
The biggest risk to an organisation is the human element, regardless of what technology it is using for cyber resilience. And a vast amount of this risk can be addressed with good training and education.
Greg and I then discuss cyber insurance. Personally, Greg believes that businesses in the next few years will be required by law to carry cyber insurance because it’s just too big a risk for the economy. We also weigh in on the topic about should or should not MSPs be regulated as a business.
To wrap up the episode, we talk about how important it is to build a relationship with your vendor and how vendors like Datto really help MSPs grow their business other than just providing solutions.
I hope you enjoyed this episode. I recommend you listen to this episode as many times as you can to get all the value that you can get so you can too, start with the first in your cyber resilience journey.
Connect with Greg Jones in his LinkedIn profile by clicking HERE.
You can also drop Greg Jones an email at gj@datto.com
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Kicking off this loaded episode, Phylip briefly shares about who he is, what he does, and who he helps.
We also quickly chat about how this podcast episode came together from when Phylip and I talked about it during the CompTIA event, and I highlight that the key takeaway from this meaningful episode is to learn how to be a better version of ourselves by learning from others and their experiences, and most importantly, how to react and respond to certain situations in business and in life.
Phylip and I start talking about what gets him up in the morning and why it gets him up in the morning. Phylip highlights a few things about his family and mental health. He shares how much he loves winning and how success does something to him. As Phylip talks about how he came about helping other people to do more by being more, we also talk about the common thing that we are so passionate about which is helping people.
Phylip then shares that event that changed his life and created a 180-degree turn in his life.
Phylip was diagnosed with Stage 3 Tuberculosis and bravely shares his story, of how it happened, how he reacted which is normally tied with the stages of grief, and how he responded to it through the love from his family and everyone who cared about him.
From his story, we talked about the difference between reacting and responding. I also share briefly about myself, my team, and my family. We talk about how even I find myself into overwhelm, and how I also reacted and responded to it.
Between stimulation and response lies a moment called choice.
Phylip talks about how this experience humbled him as a business owner and how he came to realise how important it is to delegate and empower people rather than control them. He learned that it’s possible to have a business that is not about him.
Wrapping up the episode, we talk about being in the right mindset, and that mindset is recognising that you are not alone in the journey. It’s okay to ask for help because even the best athletes and personalities in the world have coaches. We talk about how important it is to get an accountability buddy to really get yourself ready to move forward and make that change.
I hope you enjoyed this very meaningful episode. One of the best that we have done here at IT Experts will hit you right in the heart and that will definitely put a different perspective on your mind and life, all thanks to the amazing Phylip Morgan.
Connect with Phylip Morgan in his LinkedIn by clicking here – https://www.linkedin.com/in/phylip/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
The SDC Channel Summit this year was an online event that happened on the 10th and 11th of May this year, 2022. The event address both the challenges and opportunities of digital change management to help MSP owners learn how to create an innovative and sustainable future for their businesses.
To begin with, I briefly discussed why leadership is important for an MSP owner to grow and scale their business. I also weighed the difference between MSP Management and MSP Leadership, topics that business owners think might be the same, but isn’t.
In summary, the 3 Leadership Secrets are:
- Team Leadership
- Strategic Leadership
- Personal Leadership
I discussed and explained one by one, the relevant key points they come with, and why they are so crucial and important in being an MSP business owner.
Wrapping up my keynote presentation, I gave the attendees a 90-Day Leadership Development Plan, which is a guide that MSP business owners can strategically follow to be a more successful MSP business leader.
I hope you enjoy this quick show, this was a great presentation and event to participate in to contribute to the IT & MSP channel, and we at IT Experts just love sharing it with you.
The event was recorded and is available online for a limited time so if you missed it but still want to watch, simply visit the SDC Channel website and view on-demand – https://sdc-channel.com/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Nigel Moore is the Founder of The Tech Tribe, a growing community of MSP business owners from around the globe, with the mission to equip them to better run and grow their business and to avoid the millions of mistakes he made throughout his journey.
Kicking off the episode, Nigel and I talk about how things are changing for the MSPs as he is seeing in the Tech Tribe community. Nigel briefly talks about Covid19 and Cybersecurity but from a business perspective, the change that he’s seeing in the space over the five years of building the Tech Tribe community is that the model of the MSP is shifting far more drastically away from being just a helpdesk right across to security management, risk management, and technology adoption planning, among other things.
According to Nigel, the really big shift that he’s seeing over the last 4-5 years is that the MSP industry is really starting to more mature. The competition has become harder and tougher, and new MSPs have a lot to keep up with, and having MSP business growth coaches like myself and a community like Tech Tribe helps MSPs speed up that maturity.
Nigel and I then discuss the great personality that MSPs have that is while being in an industry with a lot of competition, they care about each other because MSPs are just ‘helpers’ in nature. Nigel also highlights that this is why he built the Tech Tribe community because he loves how MSPs are devoted to the community.
We then talk about the important things that most MSP owners should focus on and let go of the techy stuff. Nigel then talks about his experience on the topic and what he learned from it. I ask Nigel about the most common thing among MSPs that he has observed, and he says it’s the struggle of how to get more leads that lies within the Marketing and Sales side of things.
As we talk about Marketing, Nigel shares his experience and how he became good at it. We both agree that Marketing, including Sales, is a long game. But because we don’t know how the game works, we are too scared to start. This is something that MSPs really struggle with, but Nigel and I both agree that it will be worth it, and things will get easier once you learn the basic MSP Marketing structure.
Lastly, I ask Nigel the differences between MSPs from each continent and across the world, being the founder of the community that has thousands of MSPs from around the globe. Nigel jokes that he might be hated for his answer, but he thinks that the difference is nowhere near what most people believe they are. Most differences are in people’s heads.
Wrapping up the episode, I asked Nigel what the future looks like in the Tech Tribe community, and to know what they are, you have to listen to it yourself.
I hope you enjoyed this episode, as much as Nigel and I enjoyed recording this, and the whole IT Experts team enjoyed creating it.
Learn more about The Tech Tribe or join the community, click here – The Tech Tribe
Connect Nigel Moore on LinkedIn and see what he’s up to by clicking here – https://www.linkedin.com/in/nigelgmoore/
Check out the Behind the Geeks episode about Content Marketing by clicking here – https://youtu.be/1A85Qj_-_z8
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
This interesting, laughter-filled, and almost unfiltered episode is brought to you by myself and Stuart Warwick, who will now become a permanent co-host of the show, to share with you our journey, from how we met to how we have been working for the past year to make The MSP Growth Hub come alive.
We also share with you the reason and the purpose and the mission behind why we decided to build the MSP Growth Hub and what you will expect from us from now on.
Stuart also discusses The MSP Journey that he knows so well after working with hundreds of MSP owners which are:
- Survive
- Drive
- Thrive
- Arrive
Stuart talks about what these phases in the MSP journey are and how an MSP owner travels and grows from one phase to another.
In this episode, we also started a new tradition of giving you one tip each from myself, Ian Luckett, and Stuart Warwick, before we bid goodbye.
You can connect with me on my LinkedIn here - https://www.linkedin.com/in/ianluckett/
And you can connect with Stuart Warwick on his LinkedIn profile here - https://www.linkedin.com/in/stuartwarwick/
Join the Scale with Confidence FREE Facebook group simply by clicking here –
https://www.facebook.com/groups/738967166458742
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
If you are struggling to understand what that means, they’re the 9 things that I hear where MSP business owners struggle with either their plan is not connected, or they do things but still don’t get great results.
As a business coach, I understand that the way to grow and scale a business if you are an ambitious MSP business owner is to have a connected strategy that encompasses everything to build the maturity of your business.
So this is where the 9 key things come in and make themselves very critical in scaling your MSP business. These are:
- Have a focused plan.
- Share your vision, your mission, and your plans with your team.
- Have a clear expectation exchange and active accountability.
- Have the right people in the right roles.
- Get that operational flow.
- Set your team’s targets.
- Ensure you have a compelling positioning.
- Make referrals become a lead flow.
- Optimise your existing clients.
Of course, I explained each of these key things one by one according to what these are and why these matter to being an ambitious MSP business owner. These 9 key things are part of the Scale with Confidence Model that you are going to be hearing a lot from me from now on.
I hope you enjoyed this episode. If you did the little scoring exercise and you’re finding yourself with a lot of twos and ones, don’t be a stranger and drop us a message.
You can connect with me on my LinkedIn here - https://www.linkedin.com/in/ianluckett/
And you can connect with Stuart Warwick on his LinkedIn profile here - https://www.linkedin.com/in/stuartwarwick/
Check out the Scale with Confidence Facebook group here - https://www.facebook.com/groups/738967166458742
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Speaking of SOP, Ben Spector shares with us who he is, what he does, and who he helps. He also shares with us a bit of the back history of his previous life.
Before we dive into the main part of the show, I ask Ben what he would have done differently after knowing what he now knows today. Ben says that it will be delegating more effectively to the people you hired to do better than you. It was something he really struggled with especially in understanding that he didn’t have to do everything.
Your ability to grow and build an amazing team is the only thing you need to master to grow and build an amazing business.
Ben and I then talked about trust, and I ask him about a golden nugget he can share that would help IT & MSP business owners that struggled in delegating effectively as he did. Ben states that it starts with a shift in mindset about trust.
Trust until you can’t, rather than don’t trust until you can.
Then I ask Ben when he started to get a passion for the symptoms and pain of having bad systems and processes that he became a “Process Doctor”. Ben thinks they are looking at this too late in the journey in a way because a vast majority of MSPs contain only a few employees which put them on a scale where the processes don’t necessarily exist yet.
We then talk about the way techie MSP business owners think and act when hiring salespeople, and how their mindset lacks in terms of understanding the process and more importantly, trust.
Ben then humbly shared the reason why he exited his MSP. I also highlight that vulnerability when it comes to one’s experiences or mistakes is important in helping other MSP business owners learn.
Then I ask Ben, how do you know which processes are broken and which one should you go and fix first? Ben says it has something to do with process analysis. He then explains what it is and how engineers are naturally very vulnerable to this. Ben highlights that processes will never be perfect.
Don’t allow yourself to be paralysed by process. Just get out there and do it.
We both then talked about involvement, employee engagement, employee satisfaction, and data as important elements in getting the processes right. Ben then explains more about systems and processes. Systems are where you’re going to implement the process and the crucial role that capturing data plays in the overall process.
Ben then also highlights how his career experiences made him learn a lot of relevant things being both an employer and an employee, learnings that he can then apply should he decide to start another business.
Wrapping up the episode, we talked about Shiny Ball System Syndrome and Ben shares his tips on how MSP business owners can make a sensible decision quickly without turning the whole business on its head. Don’t miss it.
I hope you enjoyed the humility and vulnerability of this episode that makes it one of our bests yet. The value that this episode offers does not disappoint.
You can connect with Ben Spector in his LinkedIn here – https://www.linkedin.com/in/benspector1/
Or you can visit his website by clicking here – https://benspector.uk/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We share with you the three-step key structure and we will help you understand how this process links together to help you generate better leads, get a better bang for your buck, and build your own system that you can understand.
The three steps to your MSP marketing process are:
- Gathering Data
- Identify your customer target and avatar.
- Understand the pain points they have.
- Link the pain points to real business outcomes.
- Ask yourself these 3 questions: Why are they going to buy from you? Why are they going to buy at all? Why are they going to buy now?
- Understand your value proposition.
- Inbound and Outbound Outreach
- Your Sales process and support
Then I dissected each and every point and how each and every step all links together. Now, this is a firehose of information as I said so I suggest you listen to this sharp episode to get everything that you need because there isn’t a second of this episode that doesn’t provide value.
You can connect with me on LinkedIn by clicking here – https://www.linkedin.com/in/ianluckett/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Like a standard operating procedure, Richard quickly shares who he is, what he does, and who he helps. He shares how his many mistakes as an MSP business owner are now helping MSP business owners now.
We’re starting off the episode straight to the point as I ask Richard the two or three things that he thinks an MSP should master to stand out from the crowd and their competition. I also ask Richard about the landscape he sees in the MSP space this year.
Richard says that first, we should go back to the way the world has changed in the past two years and that means when Covid-19 Pandemic started, which he remembers as “The Great Working from Home Rush”.
Now, the attitude towards tech has changed. People who have businesses are looking to MSP owners to help them do things better.
Now, MSPs should need to be striving for excellence rather than just delivering a good enough service.
Truly, the way to stand out from the competition is to be really good at what you do, and not only that but also for your clients to be really talking about you and how good you are. Excellent service brings more referrals.
You can be the best IT company in the world but if nobody knows about you, what is the point?
Richard also highlights that the IT & MSP businesses are the real heroes of this story because, without them, none of the small businesses would have been able to keep going following the pandemic.
Another thing for an MSP to do and possibly master is all around content marketing, which generally means getting out there and showing people how good you are and providing social proof
I also mentioned the many guys out there in the channel like Richard Tubb that will help with content marketing like the guys in The Tech Tribe.
To stand out means being excellent, and part of that excellence is by demonstrating expertise, authority, and knowledge via channels.
Richard then recommends us a book that has also inspired and helped him greatly which is They Ask You Answer by Marcus Sheridan. Although it has nothing to do with the IT industry, there are so many lessons to be learned from it.
Richard and I then talked about the ways to do content marketing like blogging. We both agree that even if you think that no one will read it, it’s simply not true.
It will find the right person by making it available to the world. Even if you are writing with your own experience and don’t have the A++ skill as a writer, you are going to be helpful to the right people that need them and provide them solutions.
If you are not out there on the socials, you will never be known as someone they can trust, no matter your expertise.
Wrapping up the episode, Richard gives us his tips on getting out there and speaking at public events. He highlights that the thing about speaking is just do it. You may not enjoy it but keep doing it and the rewards will build up. You might then reach a point where you actually enjoy it and start to believe in yourself as well.
It has been amazing to have Richard Tubb in the IT Experts Podcast, and I suggest you listen to this episode and the previous one, as many times as you need to get all the value you can get.
If you want to continue the conversation with Richard Tubb, you can reach out to him by simply clicking HERE
You can listen to Richard’s podcast, Tubb Talk, the podcast for IT consultants, HERE
Grab a copy of Richard’s book The IT Business Owner’s Survival Guide by clicking HERE
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
A lot of you already know who Richard Tubb is, I presume, but if you don’t, Richard humbly introduces himself. He briefly shares his journey, from selling his MSP business about 11 years ago to now helping MSP business owners avoid the many mistakes he made himself when he was running his MSP business.
Kicking off this energy-filled episode, Richard and I started talking straight about the mindset of an MSP business owner. I asked Richard what things that MSP business owners need to get their head around being a business owner with a technical background. Referring to the book Getting Things Done by David Allen, Richard says that one of the turning points from his experience was not just being busy taking care of the tech but also dealing with Sales, Marketing, Finance, etc., because that’s what being a business owner is all about.
It’s not just enough to be a good technician to grow an IT business.
Richard also highlights one of the many things he learned from the book was, “If you try and get all the ideas in your head, you end up doing none of them.” He says how important it is to optimize and maximise the tools we have around us rather than keeping everything in our heads.
The mind is not a good place to store ideas. Freeing your mind is key. It was after Richard has done the same, was also when a whole world of opportunities opened for him, and it reduces what he calls SPF or Single Point of Failures in the business.
Richard then reveals how he was able to sell his business. Although himself is his favourite topic in the world, the business wasn’t built about him. The future is uncertain, and you don’t want to make yourself the key component of the business.
Richard and I then talked about how to help MSP business owners who have the FOMO (Fear of Missing Out). Although it might come off as uncomfortable, Richard says that it all just surrounds the idea of one’s ego. Removing yourself, as a business owner from some of the processes and the conversation, will not make you lose the business. Do not believe if your mind tells you that it’s the other way around.
When Richard started the right task delegation to his team, he was able to work on his business rather than in his business, something that we also teach here at IT Experts.
For an MSP business owner who is too busy to do anything, Richard’s advice is to slow down, document the things to be done on a specific task, and make it a process. That’s how you start. Bottom line is, we can’t let our ego get in the way of thinking what we can and cannot hand to other people.
We then tackled the almighty DISCIPLINE, and how to have it. Both Richard and I agree that Discipline is just all about ROUTINE. Richard highlights how discipline gets a bad reputation because of how it has been used against us when we were growing up; disciplined in school or at home when you do something naughty, etc.
Richard then continues to explain how to get disciplined by developing a routine and he refers to his book, The IT Business Owner’s Survival Guide, which he wrote to help MSP business owners avoid the mistakes he made.
Although discipline gets a negative connotation, it is essentially doing the right things every day that are going to move you forward.
Wrapping up the episode, Richard reminds us that although MSPs are typically techie people, that alone is not enough to grow a business to build a life that you want. You’ve got to be a business owner to grow a business that runs without you.
Richard also recommends reading the following books that have helped him greatly and he believes that would help all MSP owners too. The books are Getting Things Done by David Allen and The E Myth Revisited by Michael Gerber.
I hope you enjoyed this episode and catch Richard Tubb on the next one where we talk and help you learn how to stand out from your competition in 2022.
Connect and listen to Richard Tubb on his website by clicking here – https://www.tubblog.co.uk/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
As usual, Nate introduces and lets us know a little more about himself, who he is, what he does, and how he helps MSPs with Marketing.
Kicking off the episode, we then go straight-talking about one of the strategies from the whole marketing toolbox. I ask Nate how he came about with this whole concept of meeting prospects and customers where they’re at. Nate says this is something that he’s learned seven years ago from his sales coach and his mentor.
It’s something that he has seen being done by a lot of their MSP clients. When a prospect comes to you for a one-off need, meeting them where they’re at is all about seeing the bigger picture. It’s about bridging the gap between that one-off need to an ongoing strategy to scale and grow.
Nate and I then tackled how it connects to the sales process that follows where you continue to nurture, build relationships, and offer value. Nate then explains how it does connect, what to do on these next steps, and why they are important. He highlights that one of the best core values for an MSP business to have is ‘Help first’.
It's not about selling, it's about positioning.
We then talk about conversation around value alignment. Nate says that for an MSP to know whether their prospect is a break-fix client or not, it’s critical to dig into two things – the island of sad (pain points) and the island of happy (goals).
Having a proper and structured qualification mechanism is the key.
Nate and I then discuss the winning formula, client retention + relationships + results, and how this becomes a great thing for both parties. Get a head start on the first two factors before ever start working on a client. Nate thinks that a great way to win a customer and show results is to reduce the time of value as soon as possible. He then explains why.
Wrapping up the episode, we then talk about relationships. Nate and I agree that building better relationships is what helps build a better business. And it all starts with one simple question rather than giving them a strict call to action. Just ask, “How can we help?”
I hope you enjoyed this episode. It is a fresh perspective about a simple thing that you can do in your IT & MSP business that will help you meet your prospects and customers where they’re at, but there’s more to it than that.
You can connect with Nate Freedman in his LinkedIn by clicking here – https://www.linkedin.com/in/natefreedman/
Check out Nate’s website here – https://www.techpromarketing.com/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
One of the biggest reasons that people don’t attend MSP events is that they can’t see the value they will get from it. This is why we have come up with this short sharp blast to help you understand the value that you will get in attending an MSP event.
Attending an MSP event is all about being purposeful, and I share with you my experience as well.
This episode is short, but I hope this is enough for you to not only consider going to an MSP event this year, but I also expect to see you at these events!
If you don’t know where to find these events and how to join them, connect with me on LinkedIn to be up to date. Simply click here – https://www.linkedin.com/in/ianluckett/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
If you are a new listener, I briefly mentioned the two pillar episodes that make this a brilliant trilogy series which are Episode 75, where we talk about how to increase the value of your MSP and Episode 80, the dos and don’ts when you want to exit your MSP. What a journey it has been indeed.
As usual, again just for the new listeners who have yet to keep up with this series, I asked Daniel to explain briefly who he is, what he does, and who he helps. He shares his experience in the area of buying and selling of MSP business.
Kicking off this value-loaded episode, I asked Daniel first what is one’s purpose of buying an MSP. Daniel says that it’s because of the assets, primarily the customers and staff, and secondary to that would be the intellectual property, processes, and reputation, although it’s a case-to-case basis. He then explains why these factors matter.
Daniel and I briefly weighed in on an MSP’s value before the sale and we then discuss the initial steps in the process of actually buying an MSP. Daniel reminds us that first of all, this is a sales process, and you need to approach it in the same way as if you are acquiring clients.
Establish the target market. Profile and understand the target market. Then build the relationship with the target market. Those are the first things first.
Daniel then moves on to explain a little bit more specifically this process.
Just out of curiosity, I asked Daniel if there are brokerage services for this kind of activity in the MSP space. He said not quite but explains more on what he does that is similar to that service.
We both then tackled whether it’s best to reach out to someone like Daniel to ask for help when you want to buy another MSP or would it be better to “DIY” and build that relationship yourself. Daniel says you have really got to do both for more achievable sale. He also discusses the benefit of each option and how more beneficial it is to do both.
Now you’ve got the MSP that you want to buy, we then talk about the next step to do and how long does it really takes. Daniel notes that it can take as quick as a couple of weeks or as long as a couple of years. Because then again, it’s a sales process.
Take your time to properly assess and understand the opportunity.
Daniel then takes us through the process and talks about the important agreements and planning that the buyer and seller will have to make.
Wrapping up this episode, Daniel and I discuss funding. We talk about the common ways of funding an MSP purchase. And according to Daniel, of depends on the size of the transaction. It can go from personal funding to debt funding to equity funding, which then Daniel explains each kind.
This concludes the trilogy series with Daniel Welling that surround on MSP valuation, selling, and buying. I hope you’ve taken lots of value from these episodes. You can listen to the first and second parts below:
- Episode 75 – How to Increase the Value of Your MSP
- Episode 80 – Preparing to Exit Your MSP
If you want to continue the conversation or simply learn more about exiting your MSP, you can reach out to Daniel Welling in his LinkedIn here – https://www.linkedin.com/in/daniel-welling-54659715/
You can also check out Daniel’s website here – https://www.wellingmsp.com/
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
This podcast episode is coming from the recent event that we delivered, the IT Experts LinkedIn Lead Generator Masterclass.
Entering the world of LinkedIn and Lead Generation is like opening a pandora’s box full of overwhelming questions. How do I generate leads from LinkedIn? How can I help my clients here? What content do I put out there? How do I connect with people? What messages do I send? And how do I even start?
First of all, do not think of LinkedIn as a spider web or a never-ending maze that you might not get out of. Think of LinkedIn as one of the most powerful tools available that will help you connect with people all over the world that will then make your IT & MSP business scale and grow.
It is important to understand your customer journey and the fact that using LinkedIn is all about making sure you are creating touchpoints. That’s where it all starts.
Before I tell you my five top tips on how you can start an effective LinkedIn Lead Generation, I go through with you a simple but strategic process about Lead Generation in LinkedIn.
So here are my top five tips:
- Build a killer profile. (Personal and company)
- Create amazing content.
- Build relevant connections.
- Do not sell.
- Get consistent results.
And of course, I dissected each tip and explain what they are, why they are important, and how you can do it. I talk about Sales Navigator, CTA, the types of content that you can put out there, how you can connect with people, who you should connect with, how to send your messages, and more.
This is a firehose of information wrapped in less than 30 minutes so I suggest you grab your pen and notepad again because you will definitely need them.
I hope you enjoyed this episode. It’s never too late to start your LinkedIn Lead Generation.
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Most times, MSP business owners are so consumed in making sure the business grows technically and serve more clients, that they get themselves stressed and overwhelmed with everything that’s happening within the business.
Although some of you might think that is a good thing, in this short and quick break-fix episode, I will tell you why it’s not and the 5 things you can do to avoid it.
Here are my 5 tips to reduce that MSP overwhelm and free yourself from stress:
- Block your time.
- Change your environment.
- Have clear SOPs.
- Delegate to build trust.
- Discipline – Getting an accountability buddy.
I dissected these tips and explained why they are relevant and very important.
Growing your MSP business is about confidence, and you can’t be confident when you are stressed, overwhelmed, and stuck in the mud.
This may be a short break-fix episode, but I hope you’ve got massive value from it.
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Just five episodes ago in Episode 75, Daniel Welling helped us learn how to increase the value of your MSP especially in case you want to exit. So, this will be a second part of a trilogy episode with Daniel where the third one, coming up real soon is when we delve into how to buy an MSP.
First and foremost, for those who haven’t listened to the previous episode, which I highly recommend you do, Daniel shares with us who he is, what he does, and who he helps.
Kicking off the main discussion of the episode, I ask Daniel to share with us the high-level process of when people decide to sell their MSP business and also consider the emotions that come with it especially in getting your head in the right space to exit your MSP.
Daniel says that there is a wave of emotions to be preparing for, most especially guilt and fear.
There is a “remorse stage” which is mostly caused by the long sales process that normally takes time. You will feel like being in a waiting room for weeks and months during the process so it’s important to be logically ready for that, and then keep the emotions in check and balance them throughout the process.
Daniel then drew out from his own experience and journey when he also sold his MSP, and he goes us through how handled the emotions during the “remorse stage” as he calls it.
We then continued to tackle the process, after you’ve made the decision of selling your MSP business, I ask him about the first thing that’s needed to do. It is going to the market. Daniel mentions that this will go after establishing the value of the MSP business, as discussed in Episode 75, which is very important in knowing the deals that can be offered.
There are a few ways of going to the market but the most common is going to a broker, or you can also do it yourself. Daniel then explains both ways and how they affect the process.
Daniel and I then tackled on briefly about niche and due diligence. He then explains why due diligence is also very important and this is where you basically have to be prepared to support everything that you’ve said in the prior stages.
Then we delved into what happens after due diligence and Daniel continued to explain the different types of transactions that would take place. He also introduces the share purchase agreement and explains what it is. He also talks about the roles that solicitors play in the process.
We then moved on to talk about communicating with the staff, which can be very critical if you are not being careful since there are important things to consider to avoid jeopardising the whole sale, especially who to tell first and when to tell them.
Wrapping up the episode, Daniel and I briefly talk about other different types of agreements that you may come across in the process.
I hope you enjoyed this interesting episode. This is something we don’t normally talk about but we hope we have given you the value that you need to understand the complexity and critical points as you prepare to exit your MSP.
If you want to continue the conversation or simply learn more about exiting your MSP, you can reach out to Daniel Welling in his LinkedIn here – https://www.linkedin.com/in/daniel-welling-54659715/
You can also check out Daniel’s website here – https://www.wellingmsp.com/
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Chris shared how stressful the first few years of the business were for him when he took over. He lost grip of the culture and the business, no KPIs to measure, and no core values to immerse themselves in. He didn’t know what success looked like and also didn’t know what a good customer looked like.
It was because of football that made Chris think enough is enough and things need to change He saw how invested his people are in football more than the business. That’s when he made a decision that scared him the most, slimming his staff.
Today, Vermont Systems, although they have decreased its turnover, it has become a nicer place to work with a small team of experts that shows commitment and possesses its company values.
We talked about believing in oneself, how and why it is very important as a business owner.
Chris highlighted that it is important to recognize that you need help and do reach out for help to MSP Business Growth coaches like myself who help scale MSPs and change lives.
I hope that you enjoy this episode and that you’ve picked some tips that you can apply in your own MSP business.
You can connect with Chris Ward in his LinkedIn here – https://www.linkedin.com/in/cmmward/
You can also email Chris at – chris.ward@vermont.co.uk
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Kicking off this high-energy episode, Paul briefly talked about his pre-MSP Marketing career which went from his 13-year experience in the radio broadcasting industry to starting a PR agency to general Marketing and finally to ‘marrying’ MSP Marketing.
Paul then continued to introduce and share what he does now with MSP Marketing.
We went straight directly to MSP Marketing trends, and I ask him about the difference between generic Marketing and MSP Marketing. Paul briefly shares that this year, 2022, and the next 2 years, the way we do marketing is going to be affected by Covid. He thinks that the thing that makes MSP Marketing different is that there is no other world like the world of MSPs.
Customers don’t buy technology. They buy relationships. They buy ‘help me sleep at night’. They buy trust.
According to Paul, your MSP Marketing strategy not only for 2022 but for the next 20 years is to build a relationship with your leads and prospects before they are ready to pick a new MSP. He then explains how and why, which I then relate that it all surrounds around trust.
We then tackled the key ways that MSPs can make use of the marketing mediums to help build that trust and Paul says answers with a few relevant things like meetings and LinkedIn which are actually your tactics.
This is where Paul discusses the difference between strategy and tactics. First and foremost, you set a goal.
Then, your marketing strategy is a three-step process which are as follows:
- Build multiple audiences.
- Build a relationship with them.
- Commercialize the relationship.
Once you’ve got your goal and strategy, you then implement the strategy with the tactics that are appropriate to you.
Paul recommends making your email list as your number one tactic and LinkedIn coming in as your number two.
The key thing to get both right is to put out both educational and entertainment content, or as he calls it, “edu-tainment”. I then add up that the only way to know if it works is to test it.
Paul and I then talk about LinkedIn. We weighed in whether it’s better to find your prospects and support the content they put out there or having prospects that support your content and contacting them when they do.
LinkedIn’s algorithm changes all the time, so Paul broke both points down and explains which one he believes is better than the other.
Marketing for MSP is a numbers game and a game of timing. Multi-touch marketing is the key.
Wrapping up the episode, Paul gives us his top tip on where people need to get started with LinkedIn and those are the three C’s.
- Connect
- Content
- Contact
He then explains why these are high key things.
I hope you enjoyed this high-energy and fun-filled episode. I suggest you listen to this as many times as you need to get every bit of value this episode offers because there is not a second of this episode that doesn’t scream value.
If you want to learn more about Paul Green’s marketing services, simply click here - https://www.mspmarketingedge.com/
And to get a copy of Paul’s book, click here - https://www.paulgreensmspmarketing.com/
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
To start with, Fiona introduces herself, what she does In the MSP Channel, how she started in the channel, and who she helps.
Kicking off this value-loaded episode, I ask Fiona what she sees as the biggest blocker in MSP sales or the thing that scares MSP business owners the most. Fiona says it’s taking them out of their comfort zone, which is being technical. We both agree that just like they need to work on the technical side of their MSP business, they need to work on the sales and marketing side too.
Fiona then explains how she gives MSPs the confidence and ability to trust the sales process. She explains that selling MSP services is relatively easy if you have the right strategy and tactics in place. She then discusses how she works with MSPs to build that confidence.
Fiona and I then continued on to talk about Value Proposition and Niche. We both agree that the value proposition should focus on selling the business outcomes, not the tech. Fiona also says that she is a big believer in niche and explains why it is also important.
I then ask Fiona her top tip for MSPs in increasing their sales funnel, and she says it is consistency. Having a clear target customer and putting out customer-centric campaigns with consistent call to actions are the key things.
One of the most successful calls to action that MSPs use is calendar appointments according to Fiona, because it's what converts the most, and I agree. We also talked briefly about content creation in relation to call to actions.
We then tackled strategy and I ask Fiona what happens when MSPs don’t have a style strategy for their sales and Fiona straightforwardly answered that it all falls apart. Then they fall back into the comfort zone of going back into technical and conclude that all their sales and marketing efforts don’t work, so they stop.
Strategy is important. Know who you want, target them, and put the top of funnel in place.
Wrapping up the episode, Fiona shares her final tip for MSPs and that is, when speaking to a customer, it’s important to qualify the total customer and not the opportunity in front of you because you might just be leaving revenue on the table. She then explains why.
I hope you enjoyed this energy and fun-filled episode, apart from the value of course.
You can get in touch with Fiona Challis on her LinkedIn profile here – https://www.linkedin.com/in/fionachallis/
Or you can visit her website to learn more about what she does, simply click here – https://www.mspsalesmastery.com/
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Mark starts off by sharing a bit about himself, what he does and who he helps, but this time, it’s all relating to MSP website success
Kicking off this episode, I ask Mark why websites are so important in the sales process. Mark says that you are what you are online and unless you portray yourself in the right way, no one will know about you. If you portray yourself in the wrong way, people will get an impression of you that isn’t necessarily true.
Mark and I then tackled the biggest mistake that MSPs are making on their websites, and he gave us two. The first one is the complete lack of personality, and the second one is the complete lack of understanding of key phrases. He then explains each and why it's important to correct these two mistakes.
We also talk about and weigh each other’s opinions on the number one objective that an MSP needs to achieve from the website itself. Mark thinks that the objective is the website being there to start a conversation. I add that it’s not just about the website but your collective online presence.
We continued on to talk about a little bit of marketing, pillar content, and vertical niche.
Mark and I then discuss Google My Business and we weigh in why it is important for the website. Mark says it is because of the immediate social proof you get when you search for an individual company, and it absolutely affects rankings. We also talk about desktop wallpapers as an underused asset for an MSP.
Wrapping up the episode, we both then tackled the good old CTA (Call to Action) and the things that MSPs can do to make sure they increase their conversions. According to Mark, it starts on the homepage, and its whole point should be to start a story. He then explains full circle why it’s very relevant.
So, I hope you enjoyed this episode as much as Mark and I had fun creating it (You can tell!). This is truly an episode full of great advice, tips, tricks, and of course value bombs that will surely help you achieve website success in your MSP.
If you want to get in touch with Mark and/or get a hold of his Website Success 101 checklist, simply click here – https://mspsitehub.com/
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Normally, we’re talking about business growth, but in this episode, we’ll take a different turn and talk about some of the tactical things that MSPs need to do to build their business value so that when they exit, they have got a business that’s worth some money, and all the hard work, pain, and stress will be worth it.
To start off, Daniel introduced himself, what he does in The MSP Finance Team, and who they help. Daniel and I will also do two more episodes, one about what to do when you actually sell the business and how does that transaction work, and another one about what to do if you want to buy an MSP.
Daniel and I then talked about the vision that people have for their exit. I asked him about his experience in the business owner’s view as he also formerly owned an MSP before and sold it. He thinks that given the volume of the market, you can see pretty much every scenario. It depends on who you talk to.
We then talked about why it is important for business owners to have an exit plan even though it might just be a loose idea in their heads. Daniel thinks that it’s going to form a good and healthy business plan. We also talked about how much of the exit plan should the business owner keep in his head and how much should he share with his team.
We then continued on to talk about the things that MSP owners need to do to increase the value of their MSP. Daniel answered with a four-method solution. These are:
- Annual Recurring Revenue
- Gross Profit from Annual Recurring Revenue
- EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization)
- The Business Plan
He then explained each of the methodologies and why they are relevant.
Daniel and I both agree that the most critical way to increase the value of an MSP is to have systems and processes in place so that the business operates easier. The more you can automate or delegate, the better. Daniel also says that a business owner has to be all over their numbers, which dials us back to the episode with Adam Morris about knowing your MSP numbers.
To wrap up the episode, I asked Daniel about the common mistakes that he sees when people come to plan their exit. Daniel says that the valuation is the main one, and the second would be preparedness to go through a sales process.
I hope you enjoyed this episode. Be on the lookout for the future episodes that Daniel and I will be running, one about what to do when you exit and the process around it. And the second one is going to be what to do when you want to buy another MSP, which I know will be interesting for people who put that into their growth plan.
To get to know more about Daniel, you can visit his website here – https://www.wellingmsp.com/
You can connect with Daniel Welling on LinkedIn here – https://www.linkedin.com/in/daniel-welling-54659715/
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Happy New Year to you all!
As you know, at IT Experts, we dedicate all our time and talent to help IT & MSP businesses succeed and we have put together these 12 steps to help you get 2022 off to a flying start!.
With each step, you can do every month or once a week, as it is a straightforward guide that you can follow throughout the year to grow your IT & MSP business to your next level.
Here are the 12 steps, and of course, I went on and discussed every single one of them.
- Have a compelling Vision.
- Create your Company and Personal Values.\
- Align your team with your new the Vision and Values.
- Set company KPIs.
- Set individual targets.
- Create your Marketing Model.
- Upgrade your Sales planning - align language and your value proposition.
- Niche your Marketing – TEST TEST and TEST some more!
- Get good at Sales.
- Get great referrals and create a scheme for your clients.
- Hang around with legends and people that can help you.
- Measure what matters.
With that, I also leave you off with my final thoughts which also means my two greatest tips as you follow these 12 steps, and they are:
- Get an accountability buddy.
- Take one day at a time.
It’s only the first week of the year and we are not kidding when we say that we only want to help your MSP business grow, so start your year right and follow these 12 simple steps.
I hope you enjoy this episode as much as we enjoy creating it. Again, have a happy and prosperous 2022!
At IT Experts, we have years of experience helping IT & MSP Business of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
It has been a long year, and it made perfect sense to look back at the most downloaded episodes that resonated with the MSP community the most.
We have made so many connections over that last year and we didn’t let the travel restrictions get in the way! Many I am now proud to call great friends!
Here's our top 10 episodes for this year, to listen to the individual shows, just click the titles.
#10 - EP035- Getting Productive and Profitable with Your PSA with Chris Timm and Ian Luckett
We had a great chat with my friend, Chris Timm about everything you need to learn about why you need a PSA, and how to make the most out of it.
#9 - EP033 – MSP Business Growth Strategy 101 with Ian Luckett
In this short, sharp, punchy episode of the IT Experts Podcast, I talked about 5 of the key MSP business growth strategy elements that you can easily adapt in your IT & MSP business.
#8 - EP046 – Returning to the Hybrid Office with Ian Luckett
In another one of our Break Fix episodes, and in this one, I shared 3 strategies or tips to get staff back into the office, get them working, and keep them engaged. If you have a team, this episode is for you!
#7 - EP061 – IT Channel Predictions with Jay McBain from Forrester
In this episode, we are joined by Jay McBain -- this guy is a powerhouse of data! If you are an MSP owner and you want to know about upcoming trends in the MSP space, you should check this out, there's so much value in this episode!
#6 - EP063 – The Pillars to MSP Success with Karl Palachuk and Ian Luckett
In Episode 63 are joined by the godfather of the MSP, the legendary Karl Palachuk. He is a pioneer of managed services with over more than 2 decades in the channel, check out his tips and tricks in client management, profitability, and service delivery to help MSP business owners succeed.
#5 - EP059 – Straight Talking Cyber Security with Mostyn Thomas and Ian Luckett
Mostyn Thomas, a fellow ITBetweeners and CEO of Astrix, has joined us for this episode as we help you get your head around security and cyber threats that will challenge your IT & MSP business.
#4 - EP034 – Perfect MSP Pricing with Nigel Moore & Ian Luckett
Nigel has written a couple of books now around perfect MSP pricing (including how you should be packaging your services) and how to operate an MSP. He is an absolute legend, and this is a must-listen to episode!
#3 - EP040-Understanding Your MSP Digital Marketing Footprint with Ayan Adam and Ian Luckett
I met Ayan at Clubhouse (the social audio app), she is a digital marketer in the MSP space, and in this episode, we were talking about your MSP's digital footprint, how important it is and what are the top tips and tricks that you should be adapting in your business.
#2 - EP032 – MSP Cold Calling Secrets with John Montgomery and Ian Luckett
In at #2 is John Montgomery -- the Cold Calling King, and in this episode, we talked about real and working MSP cold calling tactics that will help you get the best results for your IT & MSP business.
#1 - EP060 – MSP Success Stories – The LMS Group with Luke Mead & Ian Luckett
And in our # 1 spot, the episode that resonated to our listeners the most -- is the success story of LMS group and Luke Mead! In this episode, we talked about how he started back when he was in his teens being drove around by his dad as he fixes people's computers -- fast forward to today with his deck chairs and very own pub inside the LMS headquarters!
Did your favourites make it?
At IT Experts, we have years of experience helping IT & MSP businesses of all sizes to leverage their talents and take back control so they can scale confidently.
To connect with us and find out how we can possibly help, simply book an intro call straight into my diary here:- http://bit.ly/ite-introcall
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
As usual, we kick off the episode with Adam sharing with us about who he is, what he does, and who he helps. Adams goes us through his journey from owning an MSP to running The MSP Finance Team, a company that helps MSP owners manage money.
Adam and I quickly chat about how managing finances well in an MSP business is as important as the operations. Adam also shares that the most transformative thing that happened in their business was educating and bringing up to speed the service directors and service team members from the financial perspective.
Then, I ask Adam what things MSP owners should consider in building a bulletproof financial system. He says that building a solid foundation is the key and getting the basics right is the first step. Getting solid data and having solid month-end processes which means looking at the data on a month-by-month basis, is the key thing.
We then continued on to talk about reporting. Adam strongly believes that having the insight into what’s actually going on with your MSP numbers can really help everything you know. You have the foundation and data, you’re all set. The data is there to help make the right decisions.
For the highlight of this episode, I then ask Adam about some tips and things to look out for MSPs of less than £250K turnover, between £250K and £1 Million turnover, and the ones with more than £1 Million turnover. Here are David’s tips:
- £250K – It’s all about cashflow
- £250K - £1 Million – Understand margins and sales opportunity.
- Over £1 Million – Hold leadership heads to account on the financial goals.
Of course, Adam explains them one by one and why those key points are important in that particular MSP company turnover.
To wrap up the episode, Adam and I quickly talk about analytics for your KPIs. Adam says that gross margin and service gross margin are the two key things and then went on to explain why they are important.
I hope you enjoyed this episode. Finance may be boring, but you aren’t going to run a business without it, so it’s important to understand and know your MSP numbers.
You can reach out to Adam through his email at adam@mspfinanceteam.com
Get to know The MSP Finance Team by visiting their website, just click here – https://www.mspfinanceteam.com/
At IT Experts, we get up every morning to help IT & MSP Businesses thrive, IF you're looking to take your business to your next level and don’t know where to start, then let’s connect and we can organise some free support.
All you need to do to learn more is click this link :- https://innovatetosuccess.com/free-support
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Mark has been in the MSP channel for years and has written a book around help desk habits, and has developed and created online courses around it, as well as MSP website success. (Hint hint: our next podcast episode)
Before we kick off the episode which is value-loaded about what help desk habits you should have, Mark tells us about himself, who he is, what he does, and who he helps.
Then to start, I ask Mark first about service recovery paradox, what it is and why it’s so important in IT. Mark thinks it is critical to behave in this way in the IT space because things go wrong all the time and it’s why help desk exists in the first place.
The lesson that the service recovery paradox teaches IT & MSP business owners is to accept the things that go wrong and if you fix the problem, do it well and embrace it. Chances are that customers will be more loyal.
What do your clients really buy? It’s the business outcomes. It’s peace of mind.
I then ask Mark a question I’ve never asked anyone before, “Is it a service desk? Or is it a help desk?”. Mark firmly answers it depends on who you talk to and the two are interchangeable.
We then agreed, why not use the word help? Mark thinks the word “help desk” actually portrays a certain positive personality, but if you can think of something more creative, go for it and create that personality for your help desk!
Mark and I then continued to talk about the concept of human customer service. Now Mark shares a phrase of his that correlates to this certain topic and that is, “Remember the human beings on the end of the endpoints.” It teaches us that it’s a mind shift about putting ourselves in their shoes and the importance of understanding.
Then we tackle where habits come into all of this. Mark says it is all about long-lasting behaviour change. He then proceeds to explain the concept of habits and how exactly habits tie together to your MSP help desk.
We also mention a few key topics like The Chimp Paradox and the importance of IQ & EQ in your team. We weigh in on these topics and talk about how they link to habits in your help desk. I also ask Mark about his own habits and even his answer to this is just a value bomb!
To wrap up the episode, Mark and I have a raw moment of laughter as he then shares an important tip that will help you get the 4 Rs in your MSP help desk which are: Reviews, Recommendations, Referrals, and Renewals. Don’t miss it!
This episode is truly dropping value bombs all over the place, so I hope you listen to this again and again, and as much as you can to make you catch all the value this episode offers.
I also hope you enjoy this episode as much as we love creating it here at IT Experts.
You can reach out to Mark Copeman through his website by clicking here – https://www.wisecurve.co.uk/
You can buy the book, Helpdesk Habits by Mark Copeman, just click here – https://helpdeskhabits.com/helpdesk-habits-book/
At IT Experts, we get up every morning to help IT & MSP Businesses thrive, IF you're looking to take your business to your next level and don’t know where to start, then let’s connect and we can organise some free support.
All you need to do to learn more is click this link :- https://innovatetosuccess.com/free-support
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In today’s episode, we share with you how to close 16 seats at £3000 per month.
One of my clients had a situation wherein their client was in a somehow messy situation themselves. Now, my client had limiting beliefs around his abilities to sell and offer value, and he then phoned me for some coaching then I helped him get that confidence and successfully close.
This episode is short but will surely offer you a ton of value.
At IT Experts, we get up every morning to help IT & MSP Businesses thrive, IF you're looking to take your business to your next level and don’t know where to start, then let’s connect and we can organise some free support.
All you need to do to learn more is click this link :- https://innovatetosuccess.com/free-support
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Now, first of all, I gave a brief overview of my background and how IT Experts came about. Then I shared some relevant statistics that correlate to why we need to improve the quality of Leadership in our IT & MSP Businesses.
I also weighed in the difference between MSP Management and MSP Leadership, topics that business owners think might be the same, but isn’t.
In short, the 3 pillars to MSP leadership success are:
- Personal Leadership
- Strategic Leadership
- Team Leadership
I discussed and explained them one by one, the relevant key points they come with, and why they are so crucial and important in being an MSP business owner.
I also shared some important subjects in this keynote like the Foundations of a Successful Business, The Leadership Growth Mindset, Shadow of the Leader, and brief information about The MSP Growth Hub that houses a recent business venture I started with my new partner, Stuart Warwick, and that is the MSP Mastery.
Finally, I gave the attendees a 90-Day Leadership Development Plan, which is a guide that MSP business owners can strategically follow to be a more successful MSP business leader.
I hope you enjoy the show, this was a great session and presentation and we at IT Experts just love sharing it with you.
At IT Experts, we get up every morning to help IT & MSP Businesses thrive, IF you're looking to take your business to your next level and don’t know where to start, then let’s connect and we can organise some free support.
All you need to do to learn more is click this link :- https://innovatetosuccess.com/free-support
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
This episode is brought to you after we ran a quarterly planning session with our IT Experts Mastermind Program Clients and in the previous episode, we went more detailed in terms of the business elements of being an MSP business leader.
In this final part, we help you tackle the following key parts to MSP Leadership success.:
- Build your leadership self-awareness.
- Create expert events.
- Make sure to measure your employee engagement and understanding the measures.
As usual, I expanded all these point by point as to why they are critical and relevant when running an IT & MSP Business today.
If you take a note of these steps since the first part, you are now ready to lead people who want to be inspired and want to win. By executing these steps, you are already there, building confidence as an MSP business leader.
At IT Experts, we get up every morning to help IT & MSP Businesses thrive, IF you're looking to take your business to your next level and don’t know where to start, then connect with us and let us help you with some free support.
All you need to do to learn more is click this link :- https://innovatetosuccess.com/free-support
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
First things first, I mention how Kate and I met which was during the previous Managed Service Summit in London where I attended her keynote speech and within about 10 minutes of Kate’s presentation I said, “You are coming to my podcast, so many more people need to hear about this.”, so here we are.
To start with, Kate shares a little bit more about her, her career history, and how she became to be a company culture expert which now offers culture as a service to organisations. She shares how she helps businesses in their employee engagement to make sure all their employees feel valued and cared for, as well as communication with leadership teams.
I then asked Kate what company culture is?
Kate says company culture is identifying who you are as a business, the behaviours and values you have as an organisation, from the leadership team right down to every single person in your business, that’s your culture. She then continues to explain why company culture matters.
Kate and I then weigh in on how the words “change” and “progress” differ. We then eventually agree that it’s up to the person who looks at those two words and assess what those words mean to them. We also tackle communication within team members and why it plays an important role in people understanding what “change” and “progress” mean.
I then asked Kate how people develop and embed culture within their business. Kate advises to not try and do it yourself.
She then talks about having a team of cultural ambassadors and explains the roles they play in building that company culture, most especially in living the company’s values.
I then ask Kate the very same question I asked her during her keynote speech at Managed Services Summit in London, and that is “How do we measure culture”. Kate said that the overall annual measurement should be the business growth and she continues to explain why.
Finally, to wrap up the episode, Kate shares one tip she can give to people working on building that great company culture, and that is to go and ask the people in your organisation because they will help you with the answers.
I hope you enjoy this value-loaded episode as much as we enjoyed creating it. I suggest you listen to this episode as many times as you want to make sure you get every drop of value you can get.
You can reach out to Kate Wood in her LinkedIn profile here – https://www.linkedin.com/in/kate-wood-pocketsforall/
Kate Wood and I are both going to be in the Managed Services Summit – North next week, November 16th, together will other experts in the industry to provide tonnes of value and high-level presentations, discuss channel issues, meet, debate, network. If you are an IT/MSP Business Owner, VAR or System Integrator, and you want to get involved in this amazing event, you can secure your space right here – https://managedservicessummit.com/north/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Again, this episode is brought to you after we ran a quarterly planning session with our IT Experts Mastermind Program Clients and in the previous episode, we talked about how communication in general can help you build confidence.
In this second part, we go more detailed in terms of the business elements of being an MSP business leader.
Here are my next three tips for you in this episode to help you out:
- Get to know your numbers and metrics.
- Cascade your vision to your team.
- Build and measure employee engagement.
Of course, I expanded all of these point by point as to why they are critical and relevant when running an IT & MSP Business today.
If you take a note of these steps since the first part, you are one episode away from leading people who want to be inspired and want to win.
The value doesn’t stop here because we will be back with a part three! Stay tuned!
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We talked about how planning and processes play a critical role in disaster recovery, especially in this past year or so.
Melvyn also mentioned about how important it is to "Plan for the worst-case scenario!". Your team should not be only thinking about point products and point solutions but how these products and solutions fit into a plan and how to execute this plan to counter disasters.
He also shared with us his 4 step MSP business continuity and disaster recovery process. They are:
1. Create a comprehensive risk assessment and business impact analysis - Look at potential risks and their impacts on your business.
2. Hardware and software Inventory - A comprehensive disaster recovery programme should include a thorough analysis of what you own and how you use it.
3. Set up an Instant Response Team - This ideally must be comprised of the members of the IT team; they are the men and women with the expertise to repairs those servers, to troubleshoot software, and can get you back online ASAP.
4. Keep the Disaster Recovery Plan Ready - Do not keep it a secret. It must be accessible especially during an emergency.
As they say, a winning effort begins with preparation.
Hope you enjoy this episode, and you learn from these MSP disaster recovery tips. How many of these have you already adapted into your MSP business?
You can reach out to Melvyn White by emailing him at mwhite@axcient.com
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
This episode is brought to you after we ran a quarterly planning session with our IT Experts Mastermind Program.
As an IT & MSP business owner, we know that your happy place is in the tech, so, having difficult conversations with people like asking them for contracts or money might be something not easy for you to deal with.
Before I give you my three tips for this episode, I remind you that understanding yourself through your DISC profile is one of the key things to do as any Business Leader.
Here are my three tips for you in this episode to start building leadership confidence,
- Get yourself into a safe environment, in readiness.
- Have a structured plan for the situation.
- Record the session for reflection and learning
I dissected these three tips and explained why they are relevant and very important.
Confidence building is like driving a car. When you couldn’t get the clutch right and you kept stalling then you probably end up arguing with your driving instructor, but as soon as you knew that you could do it, you’re off and start driving. Business is no different than that.
This may be a short break fix episode but I hope you’ve got massive value from it.
Be on the lookout for part two!
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
First things first, Karl shares how he started in the IT & MSP space, how it all began for him, and how he got to where he is today.
Karl says he has loved technology from day one and that took him to who he is now.
Karl and I exchange sharing career experiences and he shares how he learned a lot about “the right way to do things”.
We then briefly talk about one of Karl’s key pillars to his thinking which is around prioritisation of what you’re doing and not be interrupt-driven. Both of us agree that contrary to popular beliefs, business isn’t what makes us successful.
Karl says that before MSPs become independent, they are judged by the amount of business and stress they have but actually, none of those two contributes to an MSP’s success.
Karl and I then tackle company culture, and I ask him when he realised that it is one of the key pillars to business success. Karl thinks most consultants go into business because of bad bosses. We also weigh in on good and bad bosses and we both agree that good company culture is all about building relationships.
We then move on to talking about client management and Karl shares his tips on the key things MSPs need to focus on to ensure that they make the money and keep their clients well.
Karl says it’s a rule of life to only work with people you like and like you. He also highlights that with clients, it’s a must to always be engaging in a high-level, two-way conversation with clients.
As a result, MSPs can properly determine what shall be done and then go and put those things in place. Communication is key.
Karl and I also briefly talk about sales and having quarterly business reviews, which he calls road map meetings.
We then continued to tackle finance by asking Karl about some of the fundaments that MSPs should consider in terms of profitability, and Karl answers with “Get prepaid for everything.”
He then explains how and why it matters. We also talk about Karl’s comment that I noted, saying that it’s not our responsibility to save our client’s money, and why it’s something for an MSP to consider.
Finally, Karl and I talk about service delivery. I ask Karl what things MSPs should really consider in making sure that their service delivery toolbox is ticked off and he answers, having a PSA. It’s not absolutely necessary but it’s very useful to keep track of everything that needs to be done, and I relate it to scalability.
To wrap up this value-loaded episode, I ask Karl for two tips for MSPs, one for the 6-figure MSPs and one for the 7-figure MSPs. Don’t miss it!
I hope you enjoyed this episode as much as Karl and I enjoyed creating it. This is a truly pillar episode of the series and I suggest that you listen to this episode as many times as you can and make sure you get every ounce of value from this pillar episode.
You can reach out to Karl Palachuk in his social media accounts here –
LinkedIn: http://www.linkedin.com/in/karlpalachuk
Facebook: http://www.facebook.com/karlpalachuk
Twitter: http://www.twitter.com/karlpalachuk
Instagram: https://www.instagram.com/karlpalachuk/
You can also visit Karl Palachuk’s website at – www.smallbizthoughts.com
Or his community website at – www.smallbizthoughts.org
Download Karl Palachuk’s book here – https://www.absolutelyunbreakablerules.com/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
To start with, Dave introduced himself and shares what they do in Wingman MSP Marketing.
I briefly ask him about his insights about lead generation and how Dave thinks the marketing has changed for the MSP over the last 18 months. He says that the most important thing now is to focus on how MSPs are going to pick apart their relationship now with their clients. MSPs have now got to own the market and be all over their clients.
We also talk about niche marketing specializing in a particular sector, and Dave thinks it’s the only way to own the market and really put yourself apart from a lot of MSPs. We both agree that MSPs should focus more on selling business outcomes rather than the tech.
Dave and I then continued to discuss the three pillars to MSP marketing success which are:
- Audience
- Messaging
- Broadcast
Dave and I go on to dissect each pillar and discuss what to do about it and how it’s important.
We talk about how to create an audience and how to build value around them. Dave highlights that the first step is to understand the language around it. Leads come from prospects, and prospects come from suspects. Audience segmentation is also important as you start to move down the pipeline and Dave explains the key thing to do when taking a slightly different approach.
We then tackle the messaging and I ask Dave how do we make our messages different. Dave emphasizes that your messages have to be sexy or scary to get people’s attention. If you do something that they feel is relevant to them, that is what’s going to make them stop scrolling and check your message.
Use a pain point for the front end and give them a story that resonates with them to get their attention.
Finally, we discuss the third pillar which is the broadcast, where I ask Dave the importance of becoming the subject matter expert and understanding the whole process of code to solve the sales funnel when MSPs are starting to attract leads. Dave says that there is a lot of steps involved, a lot more work needed, a lot more qualification, and a lot more pain to spot. The key thing is to take them through the journey and qualify them into the different pockets at different stages. Build out the sales process and have a good CRM structure to manage that so you know where they are at.
To wrap up, Dave and I briefly discuss multi-channel marketing for your broadcast and the successful ways for MSPs to use it. Dave says to not just rely on social media and SEO for clients to come find you, because it’s almost too late at that point. The bigger element is to be all over them like a rash consistently but not persistently.
I hope you enjoyed this episode as much as we love creating it and gives you massive value in achieving your MSP marketing success.
You can reach out to Dave Sutton in his LinkedIn here – https://www.linkedin.com/in/dave-sutton-870090154/
Or you can visit Wingman MSP Marketing website at – https://www.wearewingman.co.uk/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
As usual, we kicked off the show with Jay sharing more about who he is, what he does, and who he helps. Jay shares a little more about his amazing career and experience over the years and how he has been in the middle of the MSP space.
Jay also shares his DISC profile and how it contributed to his career experience at IBM.
We then discussed the possible big changes in the MSP landscape post-Covid and how’s it looking for MSPs right now. Jay initially states that he thinks that with Covid, we all are in the middle of something with no direct vision of when it’s going to end or how.
So, what MSPs can do is look at the trends within the pandemic and take advantage of it. Jay highlights that automation is the number one opportunity in the world right now.
We are not in the office-centric world anymore with major Fortune-style companies shutting down headquarters locations. He re-iterated that work is what we do, not where we go.
Jay then talked about how big tech companies are growing over the last year as a result of the demand during the pandemic. And we both agreed how technology is not now a luxury and the world is slowly understanding that it’s almost as important as electricity.
He also highlights that all of the 27 industries are going through major transformations right now, companies are spending billions of dollars in terms of rethinking their business for the post-Covid world, which is going to be highly digital, looking a lot like the inter-Covid world.
Jay and I then tackled the product services and solutions that MSPs must start getting their heads around that demand is going to be forced for them in the space. Jay talks about the emerging techs they are looking at in Forrester and that a lot of those techs are here right now. He then says to focus on following your customers and follow the opportunities that are there.
The reason why Managed Services is a good business model is because you can never have anybody on the bench. You have experts who see the same problem at different companies, and they come in with that expertise.
Finally, to wrap up the show, Jay and I talked about where’s the best place or platform to get the right information from, where he recommends people would get their news and know what’s relevant. Jay advises finding a place or platform where you feel comfortable to consume this information and really motivates you to engage with like-minded people.
These show notes do not do justice to the massive amount of information and values that this episode offers. We suggest you listen to this episode as much as you need to digest all this information!
You can reach out to Jay McBain in his LinkedIn here – https://www.linkedin.com/in/jaymcbain/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In today's episode, we are joined by Luke Mead from the LMS Group, a multi-7 figure MSP -- which started at the age of 15, while working at a part-time job cleaning gravy pans one fateful Wednesday in a local restaurant.
Luke started the business so young at his parents' dining room and still needed to be driven to his clients' offices. He registered his Ltd company back in 2010 at 19 years old, with their first official office right above a kitchen restaurant.
Today, LMS Group is a multi-awarded and accredited MSP business with a team of expert IT consultants and support technicians who help businesses, regardless of industry, with their IT needs.
We also talked about how in the early days Luke took a leap of faith and decided to work on scaling the business which includes hiring a new team member and getting a loan.
Luke shared how having systems and processes in place even in the company's early days, at the FOUNDATION level, have helped him scale the business.
We also talked about how important it is to take care of your employees -- Luke even has an in-house pub in the office now!
I hope that you enjoy this episode and that you’ve picked some tips that you can apply in your own MSP business.
You can reach out to Luke Mead on his LinkedIn at https://www.linkedin.com/in/lukemead/
You can also visit the LMS Group website here – https://lms.group/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you’re looking to scale your IT & MSP business and you don’t know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we’ve got a whole load of tips, tricks, strategies, and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In the business world, especially within the IT & MSP space, there had been and there will always be attacks. It’s just a case of how they present themselves in the world. In this episode, we learn and understand how to react to them and most importantly, how to respond to them.
We kicked off the episode with Mostyn sharing with us who he is, what he does and who he helps. Mostyn is the CEO of Astrix and they specialise in cyber security for MSPs.
Mostyn and I started by discussing what he would personally say to MSPs who say that they know what they are doing when it comes to cyber threats or attacks.
Mostyn highlights that sometimes MSPs don’t actually know much about their clients and their services aren’t focused on what is missing and this is vulnerability discovery.
We then talked about the mindset around security. I asked Mostyn what are some of the things that he’s seeing at the moment that are challenging business owners, particularly the IT & MSP space. Mostyn reiterates that it is a little bit of that false sense of security. He then explained in this detail.
One tip from Mostyn was to focus on your email security.
Mostyn and I both agree that this is the same conversation about which CRM we should choose, and you choose the one that suits the business right now for what you need.
We also talk about reaction and response when a cyber-attack happens, and Mostyn gives his recommendations for an MSP business owner when an event happens.
Another tip from Mostyn is to first of all, as an MSP business owner, it’s useful to build a network of good connections of people that you trust, and it ties very well together when you come across cyber threats in your business.
We also reflect on a recent attack that we have heard from our space, and we talk about how it was taken on not only by the ones who were affected but also by those who only heard it happen. Mostyn and I continued to discuss and understand the business interruption, data disaster recovery and business continuity that comes from and after an attack.
Mostyn says that flexibility and resilience in mind are important.
We also exchanged our perspectives in terms of backing up and both agree that the old-fashioned way of backing up as well as the robust way are both key things to do.
Finally, we wrapped up the episode with Mostyn sharing all the ways that he can be contacted should you want to keep the conversation going!
You can reach out to Mostyn Thomas in his LinkedIn at https://www.linkedin.com/in/itsecuritywales/ or you can email him at mostyn.thomas@astrix.co.uk
You can also visit Astrix website here – https://astrix.co.uk/
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
To start, I share a brief summary of how Phil and I connected and then Phil went on to introduce himself, what he does and who he helps.
Phil shares that they specialise in looking at customers’ usage of Microsoft 365, having noticed that there is a lot of underutilisation of the app and people are leaving value on the table. Phil says they think there is a great opportunity for partners particularly in the IT & MSP space.
Phil’s company has conducted a lot of research, over 10,000 users in detail and have found that in general, only 11% of users are using all of their Microsoft 365 apps. In conclusion, they aren’t getting the value of their Microsoft 365 subscriptions.
He also stated that when people leave and organisation, there’s no recycling of subscriptions, and that’s not just a waste of money but also a security issue.
Phil and I then continued on to talk about the jaw-dropping things that they find when they start working with a new client from the IT & MSP space. Phil responds with the two aspects to look at with Microsoft 365 optimisation, which is procurement and optimisation of usage. He then explains both aspects and what to do.
Phil creates an analogy that Microsoft 365 is just like a chocolate box, where you have got a lot of chocolates but only eating a few and throwing the rest away. He also talks about discounts in procurement.
We then continued to weigh in on ‘whose fault’ is it, business-wise, that a lot of organisations are in this position. Is it from the buying side where the person buying doesn’t know what they're buying? Or is it through Microsoft’s side where they bring out new apps from time to time that doesn’t get promoted enough?
I then ask Phil to share about their Microsoft 365 Health Check, and how do we find out what our clients are missing? Phil says it’s more like an efficiency check that will show clients a full assessment of how much money they’re wasting and where they can get value. He then explains in detail how they do it so you can fully optimise your Microsoft 365 subscription.
Phil highlights that for their partners and MSPs, they see the opportunities to sell in value-added services and get extra revenue streams.
To wrap up the episode, Phil and I discuss a little bit about the future of where this technology and most importantly Microsoft 365 optimisation is going in the next few years. And Phil states that they are looking at endpoint management and shares briefly how it pans out.
I hope you enjoy this episode. It’s honestly been a learning point for me and certainly a great discussion point for ourselves and the IT Experts Community.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you want to learn more about what Phil Hames does or do a 365 health check, you can get in touch with him at info@businesssoftwarecentre.com or visit their website www.businesssoftwarecentre.com
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your IT and your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
The podcast episode is called Beyond Awesome: Creating Systems for Success and in this episode, there is much vulnerability from me.
We begin the episode with myself sharing personal things like my story and who I am outside of the IT Experts Community. I also shared with Jason and Heather where I came from, why I’m doing what I’m doing and how we at IT Experts are helping the IT & MSP community.
I also share with you, and the guys from Bitdefender my favourite movie, and something that people don’t know about me! Don’t miss it.
We then continued to talk about insights on the system we at IT Experts created to help the IT & MSP community which is our MSP Profit Builder System.
I shared where it started and how it came together that now leads to IT Experts helping IT & MSP business owners grow and scale their business.
I also share how I have started meditation as one of the ways to help me focused.
Jason, Heather and I then tackled work life balance and integration. I highlighted that I make sure to remind my clients that they’re spending time working on their business strategically, then allocate time working in their business technically, because this is how they will grow.
Jason and I also agreed that there’s a workaholic in all of us and it is evident when we make conversations with people on a daily basis.
Finally, I shared with the guys one of our successes here at IT Experts which is being accredited in Thomas International DISC profiling, and that the main reason we’ve done it is so we can understand our clients better so I can coach them better.
Both Jason and Heather agreed that the DISC profile is a powerful tool for businesses to use.
I hope you enjoyed this episode as much as we enjoyed creating it with the guys from Bitdefender.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
You can watch the original episode and in video from Bitdefender’s Youtube channel here – https://youtu.be/Sxhu1MDifGw
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your it in your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
I love to work in a collaborative manner with the members of the IT Experts community, but sometimes we need a bit of “Tough Love!
In this episode, I am telling you frankly to stop selling the tech in your MSP and check out this short sharp blast on what you should do instead and more importantly how to change your messaging to help resonate with your target market better
To begin with, I highlighted that not all MSPs are the same though they do the same function, just like business coaches!
I want to get you thinking about the business outcomes that you’re fixing, solving and providing to your clients rather than the tech, because most times, as a techie business owner, we forget that.
I cover some key points because no one cares about the type of tech, they just want it to work.
Remember that your experiences with working with your target market is the key.
Create your own way, stop selling the tech in your MSP and start selling the BUSINESS outcomes.
I hope you enjoyed this short and sharp break fix episode, a bit of a rant but justified.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your it in your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
The SDC Channel Summit was a one-day summit including a series of 50-minute roundtable sessions educating MSPs on the key issues they face as they look to be a partner in their customers’ digital transformation journey. I’m proud to have been part of this event and do the keynote speech on how to build high-performing teams that drives business growth.
In my keynote speech, I talked a little bit about our very own, the IT Experts MSP Profit Builder System, the Shadow of a Leader which is about how to coach people and also the elements of a successful business.
If you are involved in the IT Channel, then you are going to get massive value from listening to this episode.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you want to watch the full video version of my keynote with the slide decks, as well as other keynotes, presentations and roundtable discussions, you can still register. All you need to do is click this link – https://sdc-channel.com/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If you're looking to scale your IT & MSP business and you don't know where to start, just navigate and explore here on our website www.innovatetosuccess.com where we've got a whole load of tips, tricks, strategies and community to help you grow and scale your it in your MSP business.
I also invite you to come and take the IT experts test and we can help you to work out what to focus on right now to get you the quickest results in your business. You can take the test here – https://bit.ly/ITEtest
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
You may know that we have an amazing team based in the Philippines. I get asked a lot about my team, what we do, how we work and how we make it a great team?
I start this show by sharing some brief details about my team and how I want them to feel part of the business, not only with the successes but also with the challenges we’ll go through to scale and grow.
I highlighted that though I want my team to work hard and give back to the business, at the same time I want all of us to have a bit of fun and enjoy a good time as well.
I also briefly shared with you that after getting some amazing success, we’ve gone from doing our own social media posting and lead generation ourselves to taking on to running a department we call ‘IT Experts Business Services’ where we not only do social media posting and lead generation but also branding, research and all sorts of tasks for other clients. But that’s a discussion for another day!
So here are my 9 amazing, tried and tested tips, to help you build an amazing virtual team, even though they are thousands of miles away.
Here they are :
- Set clear roles and responsibilities.
- Run DISC profiles.
- Give ownership.
- Let them make mistakes.
- Create and store voice-over instructions.
- Take advantage of good systems.
- Learn about them as “People”.
- Involve them in quarterly reviews.
- Respect their environment.
Even though my team is over 7,000 miles away and I am absolutely blown away by the resourcefulness and initiative that they have, and by deploying some of these tactics in your business, you too can do exactly the same!
I hope you enjoy this quick show and if you need a hand with anything around remote teams, then give us a shout.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, www.innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Today we talk about business automation, process automation and delivering significant stickiness to your clients by providing them effectively with their own PSA Tool.
To start off, John shared the journey of the company which started as a one-man MSP then transitioning to a company that’s now a Dynamics for SME-based clients. John then touched on technical side of things like details about Microsoft Dynamics and the apps they include. He describes MS Dynamics as a big box of Lego.
John and I then continued to talk about how MS Dynamics brought a massive impact on his business, and he shares how this system has helped his business grow. John expressed how there’s a shortage of Dynamics skills in the UK and in the world, and we both agreed that it’s a great opportunity for MSPs to join in and embrace.
I highlighted that if you’re an IT & MSP business owner who has an interest in the Dynamics environment, this is something that they could easily use to create stickiness to create a system, a CRM and an amazing opportunity for a PSA tool for their clients.
John then shared how it is going to work and how it will help the MSP space. He likened it to basically putting another string to your bow. He emphasized that when you build the system that your clients use to run their business, they are going to stay in touch with you. You know how their system works and you can keep supporting it over time.
Both John and I agreed that doing this takes your MSP to another level and John iterates that by integration with other systems, it’s a much nicer conversation to have than ‘you know my cybersecurity is better than yours’ type of thing.
We then continued on to talk about what the process would entail if MSPs have their own system to deploy to clients or build their own system for them. John gave an example of one they’ve built, putting the idea into reality.
Additionally, we also tackled John’s recommendations about holding or selling data when creating a bespoke system for clients and how IT & MSPs can begin understanding the whole thing about selling the business outcome and perceived value.
I also asked John about how the IT & MSP space could get an ROI back and he answered that they could get it really quite quickly.
Finally, to wrap up the episode, John highlights how he would wholeheartedly support any IT & MSP business that wants to add Microsoft Dynamics, CRM and business central power apps to their portfolio. He reiterated that it’s a brilliant idea and a great thing for an MSP to add. He assures that although it might look a bit scary, it is definitely well worth it.
I hope you enjoyed this podcast episode as much as we enjoyed creating it.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/podcast/
To contact John, you can connect with him in his LinkedIn here – https://www.linkedin.com/in/mrjohnclark/
You can also drop him an email at johnclark@solutionsshared.co.uk and check their website here – https://www.solutionsshared.co.uk/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, www.innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
I asked Jason what the relationship with new clients will look like in the future, and how conversations will change. Jason believes that the biggest fundamental change in terms of client relationships is that the goals of technology will then be a direct alignment to the goals of the business.
Jason and I then talked briefly about sales and how sales language is so important.
I shared how it’s similar in our very own IT Experts Community within the IT Experts App where we don’t sell but rather focus on giving value and explaining how we can help.
We also discussed how important it is to create a partner relationship rather than a supplier relationship, and that you can leverage it down to your team, so you don’t have to do it all.
Jason shared an example from their operations in Uptime Solutions on how to get your team to transition from supplier to partner relationships.
Both of us agreed that putting your customers first is important. Looking after your customers and giving extra value to your customers especially in times of crisis will make them feel more important thus making the relationship become stronger and stronger. That’s the way to go!
Jason and I then continued talking about differentiating yourself from others and standing out.
Jason emphasized that focusing on a specific audience or area should go the same with MSPs, identify a criteria to figure out to whom you, as an IT & MSP business owner, deliver best.
The opportunities don’t diminish, they just become more focused. In the end, you essentially end up with far better relationships that fit your standards as well.
Finally, to wrap up this series with a cherry on top, Jason gave the top three takeaways that IT & MSP business owners should focus on now or at least in a month ahead. This one is something you shouldn’t miss!
I hope you enjoy this episode and I hope both parts in this series gave you massive value to grow and scale your IT & MSP business.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you want to reach out to Jason, you can message him in his LinkedIn here – https://www.linkedin.com/in/jason-kemsley-630983159/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Don’t forget that we are still currently accepting entries from the EP050 Special Episode contest.
Until next time, you look after yourself and I’ll catch up with you soon!
We talked about business automation, the latest technology, the shape of leadership and the things to come in your IT & MSP business in the new way of working.
Jason began talking about how he sees rapid changes within the structure of the MSP and helpdesk as a whole. He talks about the points he believes will be in the future of MSP and help desk like how the customer care piece is going first line and product portfolios will just continue to grow and grow.
Then Jason and I weighed in briefly on the maturity in the business that affects its structure and organisation. I highlighted that reviewing the effectiveness of the tasks you are carrying out on a daily basis in your IT & MSP business is very important.
Jason then continued on to discuss how they assessed the amount of technical ‘shiny balls’ that came in the business and related that to how they started building Uptime Solutions.
He emphasized the biggest thing that contributed to their success that is also similar to what we teach here at IT Experts.
Both of us then tackled about how we think the business owner leadership is changing and Jason then explained what the clearest correlation between bigger MSPs and their business mindset is.
Finally, to wrap up the first part of this series, Jason and I discussed, what we think the future of MSP client relationship will look like.
We both agreed that even with the massive shift we are seeing within this space, looking after customers is the most important. He also emphasized that selling on value is important and can’t be overlooked.
I hope you enjoy this episode, watch out for Part 2 of this episode where Jason and I discussed further on client relationships, how to build those relationships, a little bit about sales and how to build value in your customers.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you want to reach out to Jason, you can message him in his LinkedIn here – https://www.linkedin.com/in/jason-kemsley-630983159/
You can also catch us at the SDC Channel Summit on 6th July, where Jason and I were invited to speak. Check it out here – https://sdc-channel.com/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Don’t forget that we are still currently accepting entries from the EP050 Special Episode contest.
Until next time, you look after yourself and I’ll catch up with you soon!
We are still giving you a tonne of value but this time, it comes with so much MORE.
First, we cover off what you need to do right now to get you on track and get your IT & MSP business growing.
Spoiler alert! It’s all about confidence and discipline.
Secondly, as we launch this special episode, we also launch our brand new IT Experts Test,
I go through with you in this podcast why we asked each question and then explain why it is so important.
I encourage you to take the IT Experts test which only has 10 questions and is absolutely FREE.
We will then email you a report that explains your results, analysis and what areas in your IT & MSP business that YOU NEED TO FOCUS ON RIGHT NOW.
Lastly, I provide the details on how to enter the prize draw to get a chance to WIN a FREE IT Experts Discovery Session worth £495+VAT. Don’t miss it!
I hope you enjoy this special episode as much as we enjoyed creating it.
Again, we are thankful for the feedback from the previous 49 podcast episodes and we love hearing the results clients are getting from all the tips, tricks, and strategies within all the content that we create.
Take the IT Experts Test here – https://itexperts.surveysparrow.com/s/IT-Experts-Test-/tt-594a90a4c6
Send a screenshot of your review and email your entry for a chance to win the FREE Discovery Session at info@innovatetosuccess.com
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
This episode is a two-part podcast where I share with you the interview that BBC Radio London held with me talking about how to adopt to the new way of working.
In this episode, I tackle the four key points and break down the tips and strategies in adopting a hybrid working environment, I share with you the 7-minute audio clip of the interview I had in BBC Radio London.
In the interview, I talked about how to set up a routine when working from home and the changes we’ve seen on how we work more effectively in this new way of working.
The second part of the podcast is where I share and discuss with you the following tips on successfully adopting this new working environment while growing your IT & MSP business.
The four main points are:
- Having a routine
- Having a great environment
- How to motivate your team?
- How to help out and find out if someone is struggling working remotely?
I also talked about how these tips are not only for you but for THEM (your team) and more tips on how to coach your team remotely.
Since this episode is a two-part podcast, that mean you have double the value to give you so you can take your IT & MSP business to YOUR NEXT LEVEL while working on a hybrid environment.
You can access all the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
PPA or DISC profile, whatever you name it, is a profiling tool that scores you from the questions you answer. It is an assessment of behaviour for you to better understand yourselves, your peers and your team members.
It scores you focusing on four personality traits:
D – Dominance
I – Influence
S – Steadiness
C – Compliance
I go on to explain more specifically the different types of assessment, from D to C, and how people with these results fit into the world of IT & MSP.
Then I shared with you my own profile. And what I have learned from doing this with my team is that I now know how to adjust my management, leadership and communication style to make sure everybody can get into flow as quickly as possible.
DISC profiling is an investment.
It helps you build better teams and understand their roles so that you can get more out of your team, that in turn will deliver more for your clients easier. Now what to remember is that these results change because we all grow and develop, so it's always good to rerun the program and assessment.
I hope this episode has provided you with great value, especially in having a better understanding of DISC profiling to help you become a better, more effective and efficient leader in your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In this episode, he shared powerful tips on how to smash, destroy and kill any reservations, issues, and challenges that IT & MSP business owners have around prospecting online, how to talk to people online, and closing online.
Matt shares how he believes that human-to-human interaction built within the structure, despite technology automation and marketing, plays a very bold part in sales, now more than ever. He and myselWef then continued to share how Sales is all about the service element.
A lot will sell a product, but the big money is in the relationship built through trust. It is important to be clear on your company values and live by them as well.
Matt then went on to give great tips on prospecting and connecting online. The key thing in prospecting is qualification.
Matt and I then tackled optimising social media to create awareness for prospecting. We discussed how it’s important to be clear and obvious on what you want people to want from you.
Then, connecting is a long strategy so it is important to make sure to have a conversation with somebody and ALWAYS have a logical next step.
Both Matt and I dived into more tips, the dos and don’ts in the sales process, and the importance of having a script in closing. And one of the key things in closing especially online is to work harder than you ever did and make the close effortless for your clients.
Matt highlights that Sales is simple, you just commit to understand it, commit to finding out what people need from you, then decide when you are a match and work to get the results.
To say that this podcast episode is full of tips is an understatement. It is LOADED with not only useful but powerful tips to help you grow your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App, where you can reach out to Matt himself for more tips, as he is part of our IT Experts Power Team in our IT Experts community with loads of videos and content from him for YOU. – you can check it out here – https://bit.ly/ITE-COMM
You can also get a free copy of Matt’s book, Open with a Close, The Twelve Point Guide to Closing More Sales here – https://www.eliteclosingacademy.com/owac-book-offer-website
If we’re not connected already, let’s connect on LinkedIn, YouTube and over here at our website, innovatetosuccess.com
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Returning to the hybrid office will obviously come with leadership challenges for IT & MSP business owners, so I share with you 3 strategies or tips to get staff back into the office, get them working, and engaged.
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Regrouping and reconnecting
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Resetting individual targets
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Creating an engaged environment
I hope that this episode helps you prepare to get your teams back to the office and make sure you are getting the best out of your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over here at our website.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Welcome to the IT Experts Podcast - Break Fix Edition; shorter and sharper blasts of IT & MSP business growth tips, tricks, support, and advise.
And in today's episode, I share with you our IT Experts community and what it’s all about, how it can help you, what it can do for you, and what it provides you.
Obviously, we created our own app that’s aligned with our company values and created a community to provide value, assistance, and support to IT & MSP business owners.
There are 3 levels in the community and they are:
- App Level
- IT Experts Community Level
- Accelerator Programme or Mastermind Programme Level
Our amazing IT Experts Community provides a boatload of value and is housed in the IT Experts App available in iOS, Android, and Desktop.
I hope that this episode helps you in your journey to taking your business to YOUR next level.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Heather shares with us how the way of selling and growing is evolving. She then talks about how making inclusive business decisions will not only get your business better results but also have your team buying in the same vision and moves the same direction. She also notes two sides to consider in selling virtually which are:
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Technology
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Strategic understanding before getting on a call and sell
Heather also discussed how marketing doesn't have to be expensive. She encourages to find a partner in your area that can help you build and develop but don't break the bank either. Heather noted that marketing is also constantly evolving and that you need to evolve with it.
Jason then shared about hybrid teams and that it is a way of future-proofing the business. He noted that to be a leader in a hybrid workforce, it is important to connect and care for your team. Listen to your team, have an open mind, and make sure to let them know that you care about their success, not just your own.
Jason went on to discuss the importance of challenging your team to come up with out-of-the-box thinking.
We also tackled some other leadership, sales, and marketing tips that you can use to help your IT & MSP business grow.
If you want to learn more or just keep the conversation going, you can get in touch with Jason Eberhardt via his email.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Pippa shared with us how marketing has changed in the last five years, with the trend now focusing a lot on the digital space such as social media, webinars, e-books. She also foresees this trend to continue in the next five years.
We talked about when, as an IT & MSP business owner, you realise that working with an external marketing agency takes too long and you need to be more reactive, that is the time that you need to invest in your own marketing team. It is important that you stay reactive.
We also discussed how your marketing team does not need to be big, you simply need a group of people dedicated in that area of the business.
Pippa also talked about the importance of value-based contents as pitching may no longer work. As we say here at IT Experts, people buy from people.
I hope that this episode helps you get your thoughts straight about what you should do to take your marketing to YOUR next level.
To get in touch with Pippa, click here: https://www.linkedin.com/in/virtually-unflappable-pippa-loveridge
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast - Break Fix edition, we talk about some proven and practiced tips that we have at the IT Experts community on how to prevent customers from canceling and postponing their services.
You need to remember that retaining your current customers is as good as finding new clients in your IT & MSP business.
But first, you need to understand what sales language is, and really set the truths and the facts from everything else.
Now, what are the steps that you need to learn so you prevent your customers from canceling?
Step 1: Acknowledge that they want to leave, and talk to them.
It's always best to do this face to face.
Step 2: Agree that they can postpone.
Agree AND offer an alternative.
Step 3: Find out what has changed.
What really is the reason they are cancelling now? Ask HQQ (High Quality Questions)
Step 4: Review the reasons why they invested in you to start with.
Step 5: Re-establish some short-term goals.
Step 6: Go back and re-close the deal.
Step 7: Send them a confirmation email about your new course of action and deal.
I hope that this episode helps you get some really good data on what's going understanding your client, how your business has performed and delivered to you your client, as well as help you see some areas for improvement from your team.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
So, what are they?
Step 1: Get All the Facts - What is going on? What is the effect of the issue that is being identified?
Step 2: State the Issues Correctly - Look at the actual business impact of said issues objectively
Step 3 - Ask the Right Questions - What is the issue's impact on the client and on the business? Hear and listen to these questions' answers.
Step 4 - Agree on the Next Course of Action - Makes sure it is SMART!
Step 5 - Implement - Promptly execute on the ideas that you and your team agreed with.
Step 6 - Follow Up on Progress
I hope that this episode helps you and your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Ayan shares how your digital marketing footprint can be compared to real estate -- how much are you investing in it?
She also discussed how you don't necessarily have to hire a digital marketing agency for your IT & MSP business as there are many things that you can immediately do on your own such as:
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Claim your Google My Business (GMB) listing
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Get Google reviews
She also talked about how even when you're not aware of it, your digital footprint can be easily checked.
Ayan also discussed how important it is for MSPs to go LOCAL this 2021. We talked about how you should nail your niche, and make sure that you rank locally.
We also tackled some basic yet effective SEO tips that you can use to help your IT & MSP business.
I hope you've picked some helpful tricks from this episode, and if you did, it's time to implement!
To learn more about digital footprint or amplifying your brand, you can get in touch with Ayan Adam here >> https://www.linkedin.com/in/ayanadam/
To learn more about Tech Tribe, click here: - http://bit.ly/ITE-TRIBE
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, we are fortunate to be joined by IT Rockstars' Scott Millar as we talk about how important is nailing your niche in your IT and MSP Business.
Scott talked about how helpful it is in generating more business in your IT and MSP business to really figure out your niche. And once you have clarity of what your vertical is, you need to map out your customer journey and figure out how you move each prospect from one section to another.
He also shared how targeted marketing works, and why you should use it in your IT and MSP business.
We also discussed how important it is that you have confidence in your team and your business.
We talked about how people buy from people, so it is also important that you build rapport with your prospect and your clients.
These tips that we talked about today seem to be basic and you must already know them, but are you implementing them? If not, you are not alone, just make that change already and see how much it improves you IT & MSP business.
To learn more about IT Rockstars and how they can help you generate qualified MSP leads without cold calling or networking, check them out here -- https://www.itrockstars.net/
To learn more about Tech Tribe, click here: - http://bit.ly/ITE-TRIBE
You can also connect with Scott on LinkedIn: https://www.linkedin.com/in/scottmillar/
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Pete talked about how he came into the decision of selling his seven figure MSP business, even after swearing not to.
We also tackled how the most important currency right now is TIME, and how important it is how and where you spend your time.
Pete also shared his long journey taking his MSP business from founding it to selling it just before the Covid 19 pandemic hit the world last year. He says that he can't pinpoint a specific technique that he used in growing his business but says that the growth was slow and steady.
We talked about how it takes more than a video marketing campaign, lead generation, or any sales technique to take your MSP business to the next level. You need to constantly adapt to the ever-changing market.
Pete also shares how important it is to learn what your clients' problems are so that you can provide the right solutions for those. Doing so will help you build your confidence.
He also talked about how important it is for any IT and MSP business owner to make an effort to improve.
We discussed the importance of focusing on your people and your clients happy, and mental health.
To learn more about Officevibe, a platform where you can send your team for mental health awareness courses or first aid courses, (and it will also tell you whether you are a good boss) click here: https://officevibe.com/
To learn more about Tech Tribe, click here: - http://bit.ly/ITE-TRIBE
You can also connect with Pete on LinkedIn: https://www.linkedin.com/in/petematheson/
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We now exist in a time where most of our lives have been migrated online -- family gatherings, shopping, customer support, and business meetings. And as a business, there's only one thing that you can do, stand out from the crowd. And this is where putting out the right content comes to play.
Creating content for your IT & MSP business can be challenging at times, especially when you're not used to it. And when it comes to it, we normally think that you have to set a certain time exclusively on creating content. However, Kevin shares that it doesn't have to be that way. Your content is readily available in every conversation you have with your clients, with your team, and with your network.
Kevin shared some practical tips that you can use to put together your content, including recording a conversation that you have with your team or client, and having it transcribed.
He also talked about the importance of using bullet points in putting together a piece of content.
We also discussed how important it is to produce a diversified set of content. Kevin shares his 7 suggested forms of content for social media. They are:
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Statistics
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Facts
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Anecdote
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Poll
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News
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Tips
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Quotes
I hope this episode helps you in starting your content plan that will get you noticed, and make you stand out in the crowd.
To get a 50% discount on Kevin’s fresh stack content ideas, at MSP Spark - https://mspgrowthhacks.com/msp-content-spark/ .
Just use the code : ITEXPERTS
To learn more about Tech Tribe, click here : - http://bit.ly/ITE-TRIBE
You can also connect with Kevin on Linkedin: https://www.linkedin.com/in/kevin-clune/
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We discuss the importance in having an appraisal system to measure your team performance.
We also talked about the importance of you knowing that your team's job description is different from the appraisal system.
Your Team Targets should be SMART:
- Specific
- Measurable
- Achievable
- Realistic
- Time-bound
I hope that this episode helps you and your IT & MSP business team.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
To learn more about Tech Tribe, click here : - http://bit.ly/ITE-TRIBE
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Chris shared with us that there is no perfect PSA tool, BUT there is a perfect PSA tool for your business.
We talked about the importance of knowing what you'll be using your PSA tool is for, and that you use it right within your IT & MSP business.
Chris reminds that your PSA tool should be used with your overall contract management, it is not simply a service desk (many business owners use it as such).
Chris also talked about the parts of their PSA tools that IT & MSP businesses miss out on and normally not use.
We covered the difference between a CRM and a PSA tool, as well as the pros and cons of each one.
I hope that this episode helps you have a better insight on how you could make the most out of the PSA tool that you have in your IT & MSP business.
To get a copy of Chris Timm's PSA Prfotability book, click here : https://www.psaprofitability.com/
To learn more about Tech Tribe, click here : - http://bit.ly/ITE-TRIBE
You can also connect with Chris on Linkedin: https://www.linkedin.com/in/christimm/
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
In this episode of the IT Experts Podcast, we are joined by The Nigel Moore from Tech Tribe.
Previously, he built a 1.5M AU$ MSP business, and exited in 2016. And today, we are going to be talking about how perfect pricing works in your IT & MSP business.
We talked about the importance of confidence in building and growing your IT & MSP business. You need to know and trust yourself to do what you need to do; only then can you take your business to YOUR next level.
Nigel shared one of the mistakes of many IT & MSP business owners, and that is perfectionism, wanting to design the perfect system, however, he notes that there is nothing perfect, all you need to sell is a system that delivers good service to your clients while being profitable to you.
He adds that, especially when you are a starting IT & MSP company, you can start with a basic pricing model, the most important thing is that it works -- and you know and understand the pros and cons. Gradually, the model matures, the market matures, and so do you, as a business.
We also talked about the basics of what you need to know to get your pricing right.
I hope that this episode helps you have a better insight into MSP pricing and help you be more confident in you and your IT & MSP business.
To learn more about Nigels Tech Tribe, click here : - http://bit.ly/ITE-TRIBE
You can also connect with him on Linkedin @ https://www.linkedin.com/in/nigelgmoore/
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
And in today's episode, I share with you 5 key business growth strategy elements that you can easily adapt in your IT & MSP business.
We cover the model that we use here at IT Experts, and that is the IT Experts MSP Profit Builder System. This system is broken down into the five elements that we cover today. They are:
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The Profit Builder Blueprint
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The 5 P's Sales System
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People Performance Programme
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MSP Profit Maximiser
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The Powerful Performance Plan
I hope that this episode helps you in your journey to taking your business to YOUR next level.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
As an IT & MSP business, closing a deal and conversion is key in keeping the business going. Cold calling allows you to reach out to your dream client and the best way to engage with them, get to know what needs they have and how exactly can you help them.
John shares with us that as an IT & MSP business owner, you can sit down and wait for the phone to ring, or up your game and make that call.
John also talked about the cold calling process; how important it is that you know how to approach the call.
We also discussed the importance of knowing your message. What do you want to tell your prospects? What is it that your providing? How are you providing that to them?
John also covered three main fundamentals in cold calling. They are:
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Be Prepared - Know who you want to talk to.
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Be Polite - Especially to the gatekeeper as they are the ones who can help you reach the right person.
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Be Consistent - Set a time aside for cold calling, and put consistent effort into it.
We also covered some effective tips that you should consider doing before, during, and after the call. These include:
1. Before the Call
- Who do you want to call? Make a list of your prospects, and narrow down to your ideal customers.
- Know your prospects. What does their company do? Who are the people that you need to speak with?
- Plan a call flow.
2. During the Call
- Be polite to the gatekeeper.
- Apply your call structure.
3. After the Call
- Maintain good CRM practices.
- Set alerts for follow up actions.
I hope that this episode helps you make use of a fool-proof lead generation tactic in your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
We all agree that the current world situation (even when this is too far from ideal) has opened opportunities to the IT & MSP industry.
Yes, you might have added a few clients, you needed to recruit new people, and the cashflow is doing good.
However, the biggest challenge for you as the head of the organisation is making sure that you can maintain and improve the good things happening in your organisation right now.
More than ever, you need to step down from being a manager, and step up and become a better leader in your IT & MSP business.
In order to do that, there are five key steps that we use at IT Experts - they are all integrated as part of our MSP Profit Builder System in our leadership section called People Performance Programme.
The 5 steps are:
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UNDERSTAND YOU AS A BUSINESS:
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Have a clarity of where your business is going.
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Know your Vision, Mission, and Values.
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UNDERSTAND YOU AS AN INDIVIDUAL:
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Learn the art of "The Shadow of the Leader", and lead by example.
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Understand the difference between being a manager and being a leader.
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COMMUNICATION:
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Understand the importance of communicating with your team.
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This includes expectation exchange and having 'that difficult conversation'.
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EMPLOYEE ENGAGEMENT:
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Ask your team what went right, and what could have done better.
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Seeing things from their perspective could be refreshing.
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TOTAL LEADERSHIP PROCESS:
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How often are you meeting with your team?
- How often are you getting their feedback, and giving them your feedback?
I hope that this episode helps you to better understand the things that you can do as an effective leader in your IT & MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube, and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Ben shared with us how even with the current world situation, roles in the IT & MSP space are still highly in demand, and it would be a challenge to attract a good candidate especially when you think that the market is depressed, and you can under offer.
Jon pointed out that with the skill scarcity in the IT & MSP space now, if you are looking at hiring a high-calibre talent, it is important that you adapt a mentality of "We need to work harder than before to attract the right talent".
We also discussed the two (2) types of talents in the IT & MSP space, they are:
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Active Job Seekers - they are actively searching for jobs to apply to
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Passive Job Seekers - relatively happy with their current jobs, and generally someone who fits your need, as they are most likely already doing the job that you need to be done.
Ben talked about the cost of a bad hire being three times of that hire's basic salary, so it is important that you nail the job description and specifications before recruiting someone.
Ben also shared the top key points of recruitment in the IT & MSP space, which includes the clarity of your hiring process, as there are times when a good candidate walks away because of a bad experience during the interview process.
Jon discussed about the difference between the recruitment process within the IT & MSP space and in the general corporate world.
We also covered the different recruitment methods for IT & MSP businesses and their pros and cons, i.e., working with recruitment agencies, job boards, LinkedIn.
I hope that this podcast has given you a better idea on how to recruit the next talent for your IT & MSP business.
If you need a hand in your next recruitment, feel free to contact the guys at JLA Resourcing Ltd, you can get in touch with them through LinkedIn:
Ben Leeds - https://www.linkedin.com/in/benleedsrecruitmentdirector/
Jon Martin - https://www.linkedin.com/in/jonmartintechnologyrecruiter/
If you enjoyed this podcast, it would be great to see you in our IT Experts Community. This is where we help you build that profitable IT/MSP Businesses you desire. You can access it by downloading our amazing free App by clicking here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I’ll catch up with you soon!
We all agree that 2020 had been a challenging year and not only for us but for our business. Many had to endure through struggles and challenges and had to adapt into the NEW normal, which heavily relies on the digital world.
This shift was an amazing opportunity for IT & MSP businesses, especially if you have a plan figured out on how to capitalise on your growth planning.
Today, I'm going to share with you the four (4) pillars that you can use in your IT & MSP business which can definitely help you conquer 2021.
They are:
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Growth Planning – Setting out your structure and your growth foundation, otherwise you will never build and scale a great business.
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Team Building and Leadership - Make sure that you find, recruit, and retain the right people. Remember your people are your most valuable asset. The right team will help you scales your successful business much easier.
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Marketing - Be on point with your marketing plan, keep up with the trends and adapt.
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Business Performance Reporting - as I always say at IT Experts, what gets measured, gets done! If you don't understand where you're coming from and going to, how will you know what you need to do?
I hope that this show helps you to STOP for a minute and reflect on what matters to you,
so you can take the best course of action to take your IT & MSP business to YOUR next level this year!
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, come and join our community in our own IT Experts App – you can check it out here – https://bit.ly/ITE-COMM
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com.
Alternatively, you can drop me an email at info@innovatetosuccess.com
Until next time, you look after yourself and I’ll catch up with you soon!
Helga shares the importance of a leader's impact and influencing skills and that if you don't have INFLUENCE, then you can't LEAD.
We talked about the difference between corporate and personal branding, the power of PERSONAL BRAND, and how useful it is for you as an IT/MSP business leader.
We also discussed how being self-aware you are of your own personal brand can help you in your business.
Helga also talked about the three purposes that a good brand serve. They are:
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Authentic to You
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Your brand should reflect the business you're serving.
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Your brand should be of service to your clients.
She also shares how your personal brand should reflect in your behaviours, specifically in your VVV (VISUAL, VOCAL, and VERBAL)
It is so important that you are able to control your brand by choice rather than by chance as this will enable you to have a brand that honours you rather than dilutes the impression and the impact that you want to have.
Helga also shares how your brand will ultimately feed into your reputation and your legacy.
She says, "Without influence there is no leadership, as it’s through influencing that leader’s lead."
I hope you start implementing these tips and you'll find how these can help you become a better leader in your IT/MSP business.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you enjoyed this podcast, it would be great to see you in our IT Experts Community. This is where we build profitable IT/MSP Businesses. You can access it by downloading our amazing free App by clicking here – https://bit.ly/ITE-APP
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I’ll catch up with you soon!
Most IT and MSP business owners find the topic of business performance less than exciting, BUT, if you want to take your business to YOUR next level, you need to take this bull by the horns and you'll soon realise the power of this exercise and how important and interesting this can be.
We run this exercise in our IT Experts Mastermind and I encourage members to do the same every 3 months. It really makes you think about what has happened and also get ready for the next period.
Today, we will dissect your business according to three metrics, the 3 Ps: Business Performance, Business Process, and People Planning.
Business Performance - you need to know your KPIs (Key Performance Indicators), KRAs (Key Results Areas), and see how your business is doing.
In this area, we cover 8 easy steps, which are:
Step 1: List Down Your Biggest Successes in the Last 3 Months
Step 2: What Did You Learn in the Past 3 Months?
Step 3: What are Your Biggest Internal Strengths?
Step 4: What are Your Biggest Internal Weaknesses?
Step 5: What are Your Biggest External Opportunities?
Step 6: List Down Your External Threats
Step 7: What are Your Priorities for the Next 3 Months?
Step 8: Assign Accountabilities.
Next, you need to review your processes. You need a tangible and measurable way of doing things in your organisation. To better understand and see whether you have your processes in place, you need to think of the following:
Step 1: Are they documented? If you weren't there, would people have a reference guide on what to do?
Step 2: Who owns each process? You will have to delegate these processes.
Step 3: How do you know it works? How are you reporting on your processes?
Step 4: How does your escalation process looks like? What do you do when things go wrong?
Step 5: Review Process Regularly
Lastly, you need to look at your people's performance. Is your people adding value to your business? In this section, let's take a look at these steps:
Step 1: Align your objectives and targets to your KPIs.
Step 2: Departmental objectives. Set a target for each department.
Step 3: Review your leadership team's performance.
Step 4: Measure your team's performance, i.e.. appraisal system.
Step 5: Peer Review. When you're doing your appraisal schemes, involve the team, and the other departments.
I hope you start implementing these steps and you'll find how these can help you improve your overall business performance.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, go and check out our App and take the IT Experts Test you can download by clicking here – https://bit.ly/ITE-APP
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I’ll catch up with you soon!
Shiny Ball Syndrome happens when you lose focus on the tasks that matter because you find something else more exciting and interesting, you get distracted and fall off your plan. Next thing you know, you've abandoned your original plan altogether and are back to square one.
So, today we will talk about 7 important tips and tricks that would help you ensure that you don't fall victim to the 'Shiny Ball Syndrome' and simply get more of what matters done!
Step 1:
Set up a Plan - Make sure it is SMART (Specific, Measurable, Achievable, realistic, and Time-bound, ). Also, have it reviewed by your management team.
Step 2:
Break Down Plan into Monthly and Weekly Targets - Break your plan down into bite-size chunks of activities.
Step 3:
Assign Accountability - Hold the right people accountable. Make sure that you are assigning tasks to the people who have the capacity to do it.
Step 4:
Block Time in Calendar - Book a meeting with yourself to make sure you have the time to work ON your business rather than IN your business.
Step 5:
Turn Off Distractions - Whether it is your phone, email, or apps, when you are in your meeting with yourself or with your team, make sure to avoid all kinds of distractions.
Step 6:
Give Yourself a Reward - When you are achieving your goals, don't forget to reward yourself and your team.
Step 7:
Get Yourself Some Accountability - There is no better way to get something done in your week than holding yourself accountable.
I hope you start implementing these steps and you'll find how these can help you improve your overall productivity and results.
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, go and check out our App and take the IT Experts Test you can download by clicking here – https://bit.ly/ITE-APP
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I’ll catch up with you soon!
Many IT, MSP and Tech businesses don't pay much attention to their website's SEO, especially when they're generating clients offline and through referrals. However, Dave shares with us how supercharging your SEO can help you take your business to the next level, beat your competitors and stand out in a crowded market place.
Dave also shares with us how important it is that businesses keep up with the ever-changing search engine algorithms. These are sometimes seen as a dark art and that’s why it is important that we connect and have people like David in our networks.
We talked about the importance of rankings and keyword optimisation, as well as curating your content around your industry keywords.
Dave also talked about how Google My Business (GMB) can help you build a better presence online and in driving traffic into your website, as this links to many other channels, like YouTube, your CRM, Facebook and other social media etc.
He also shared with us some effective tactics, and tips that you can use on your website right now, i.e. right images, adding a phone number, PDFs, etc. He says, don't be afraid to give out information and add value on your website.
To learn more about how Dave and his business Loud Crowd Agency can help your website perform better you can visit his website https://loudcrowd.agency/ or call them at 01302 965482 for a FREE audit.
That's it from me today, hope you enjoy this show!
You can access the other IT Experts Podcasts here – https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, go and check out our App and take the IT Experts Test you can download by clicking here – https://bit.ly/ITE-APP
If we’re not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I’ll catch up with you soon!
Today, I share with you the steps that I take with my clients to help them understand, create and share their own company values with their teams.
Once you have identified your own values, then it will help you to create and build your own company culture and this will also help build employee engagement and performance. In addition to this, it also helps your prospects and clients identify what type of organisation.
Probably the most powerful part of identifying your values is that you can then measure and call out individual team members' performance against each value and. This could be for rewarding good behaviour and also addressing when things aren’t going quite right.
Years ago, no one really talked about Company Values, but as we develop through the latter years, people are starting to understand how our values help to create a culture and strengthen our people strategy.
Amongst other things on the show that I’ve talked about
- (H2H) Human to Human Communication
- The IT Experts Company Values
- Steps to create the Company Values
These steps are :
Step 1 - Create Between 3-7 Core Values
Step 2 – Understanding your own values
Step 3 - What are the Company values
Step 4 - Cloning Employees
Step 5 – Select the ones that suits better for your Business
Step 6 – Define the Company Values
Step 7 – Involve your Team
Step 8 - Chat with your team and ask if we have missed anything out
Once you have mastered your Company Values, you can use these to help support the vision that you are aiming for in your business in the future.
This can impart to your team to help your people perform more for your Business and making sure that whatever it is that you are doing it should align to what the company stands for.
So that's pretty much it for me today.
You can access the other IT Experts Podcasts here - https://innovatetosuccess.com/itega-podcast/
If you haven’t seen it yet, go and check out our App and take the IT Experts Test you can download by clicking here - https://bit.ly/ITE-APP
If we're not connected already, let’s connect on LinkedIn, YouTube and over our website at innovatetosuccess.com
Alternatively, you can drop me an email at Ian@innovatetosuccess.com
Till next time, you look after yourself and I'll catch up with you soon!
| In this episode of the IT Experts Podcast, we talk to Yusuf McNulty, who is an absolute Email Warrior and we lovingly know him as Mac. He is a former Teacher turned Copywriter. In today's show, we talk about the Fundamentals of Email Marketing, which is exciting because as we all know, emails lead to leads. So, the purpose of the show, the reason that we've put this together today is to help the IT, MSP and Tech community when it comes to nurturing leads, nurturing your prospects, even delivering value to your clients through Email Marketing. And we hear a lot of people talking about EMAIL IS DEAD, don't worry about the email it just doesn’t work anymore and this simply isn’t true. So in today’s show, Mac's going to help us to understand what we should be doing when it comes to email marketing, what we should be writing, how often we should be writing, all this and more and I know this can be a real value set to all IT and Tech Business owners. According to Mac, he helps people get a grip on Email Marketing, because there's a lot of misconceptions about it. There is also a lot of abusive email marketing out there, like people doing it wrong, spamming and also not getting any effective results with it. He added that the first thing to understand with email, is to remove any kind of previous assumptions you have about it. The reality is that literally everyone has an email address, and the beauty of email is that it's something you have some form of ownership over. So, for anyone running a business, it's very important to not just look at, revenue and turnover and things like that, but looking at assets that you own. I mean, business really is data. And I completely agree that Social Media Marketing is important, and we should be doing it. But I'm very big on owning your own data. And one of the best ways of earning data is building your own email list. Once you have your own email list, that's something that you can export, you can back up, you can put it on a hard drive, you can put it in the cloud, you can put it in multiple places, and you can keep it up to date. Moreover, the fact Mac reminds us that that email is an extremely private form of communication, its basically a one to one conversation with someone who could be your potential client. Amongst other things on the show,we talked about; 1. The fundamentals of Email Marketing, what are the top three things that people need to consider. 2. What else are the key points that we need to understand from an email marketing point of view. 3. What are some of the key steps to know when building your CRM and nurturing your leads. 4. What are the types of content that we should put out there that adds value to the recipeint. 5. What’s the difference between Email Automation vs Broadcast Emails 6. What different Email platforms are out there. It's only a short podcast, but its full of Value Bombs as usual! all to help you get a better understanding on how Email Marketing works and how it can definitely help your IT, MSP and Tech Business. I hope you enjoy the show You can contact Mac by joining his email list “bit.ly/join-MacMail” you can also find him on Facebook by searching for Yusuf McNulty |
So, what is a peer support group and how does it work?
Business Owners' peer groups have been around for many, many years. I first heard of them while I was reading Napoleon Hill's book Think and Grow Rich.
It's basically where business owners come together, build trust, build rapport, and share with each other the challenges and successes in their businesses. This powerful combination of connection and knowledge helps them to grow their businesses and to make business not such a lonely place.
In this episode, I run through some of the key elements of a good peer group and how they work.
Among other things I talked about:
- Growth and Giving mindset and how it had a big impact towards the business.
- Different types of peer groups.
- Peer Group format
- Overall Peer group concept
- The Shiny Ball Syndrome
- The importance of staying on track and having that accountability
- My own peer group “The IT Experts Mastermind”
So, it's only a short podcast that I just wanted to just explain a little bit more about peer groups and how they work. I would absolutely love for you to come and experience how the IT experts Masterminds work.
I would absolutely love for you to come and experience how the IT Experts Mastermind work.
All you need to do on this is just click the link HERE (https://innovatetosuccess.com/mm-experience/) and you'll see there the brochure and you'll be able to learn more about how IT Experts Mastermind can help you take your business to your next level.
And that's pretty much it for me today. I'd love for you to go and check out some of the other podcasts over on the podcast page on the website https://innovatetosuccess.com/itega-podcast/.
And if there's anything that you'd like to see if there's anything you'd like to hear, see whether you're on YouTube https://youtu.be/1cIFVb3ck2E or whether you're on an audio version, then just drop us an email at info@innovatetosuccess.com or put us a message through the website.
And we'll be more than happy to put some content together to help you out.
You can also download our E-book How to Grow Your IT & Tech Business by clicking this link – http://tiny.cc/ITE-Ebook19
That's it for me today. I hope you've enjoyed the show.
Terry emphasises that your website is and should be at the center of your marketing efforts.
If your website isn't fit for purpose, no matter how much you spend on ads, Google, social media -- they all go to waste.
We also discussed how in this day and age marketing is no longer one job. Marketing is now all about being a good writer, good designer, having lots of social media skills, SEO, email, Pay Per Click video, HTML, event, etc.
Terry also talked about the only two reasons why people buy, and that is to increase their sales, or reduce their costs.
He also shared with us his winning marketing methodology which is the ATTRACT, ENGAGE, NURTURE, CLOSE method. It follows:
-
Attract - How to Attract attention by increasing online activity and social interaction
-
Engage - Turning Visitors into Leads by creating Interest and capture new contacts
-
Nurture - Educating and building credibility. Moving leads to awareness and creates sales leads
-
Close - Essentially closing sales deals, creating new customers and building incremental sales
We also covered the different online marketing channels -- each organisation's target market may be on different social media platforms and we need to focus on the ones that matter when growing your IT, MSP or Tech Business.
If you are looking to scale your IT, MSP and Tech Business and don’t know where to start, then check out the IT Experts Growth Accelerator here http://bit.ly/ITEXPERTS
You can also download our E-book How to Grow Your IT & Tech Business by clicking this link – http://tiny.cc/ITE-Ebook19
You will learn, how do business strategies work in the tech space? What are its key elements? and also, if it is really as much HARD work as most would believe? (Nope!)
Get your notepad ready for this episode that's full of useful tips and tricks that you can easily follow and use in your IT and Tech business.
But before anything else, let me just remind you that your people are the main engine of your organisation. No matter how good your business strategy is, if you're people are not aligned, not focused, not sharing the same directions as you, and you're not supporting them, your business strategies won't do much.
That is why we have developed the People Performance Programme to share with you what you can do to have a better team.
Here are my top tips on this:
-
Have Strong Leadership - Be a strong, consistent leader.
-
Only Quality People - Hire people that supports and works hard for the business.
-
Efficient Systems and Processes - You need to have clear systems and processes that help your team to work efficiently.
-
Robust Reporting - Helps you monitor that everything in your organisation works!
To better understand how business strategies work in your IT and Tech business, I've broken it down into 5 bite-sized chunks, they are:
-
Strategy is a methodology - Look at your values, vision, and mission statements.
-
Have a Growth Mindset - unless you have a mindset to grow, all strategies won't necessarily work.
-
Employee Engagement (Culture that you set!) - Understand how important leading people is rather than managing people.
-
Have a Planning System - Set a compass for where you want to take your business.
-
Measurement - What gets measured gets done. What gets measured and reported gets done even quicker and in a higher quality.
Once you've understood these steps, you'll have a better handle on what you're doing on your business and you will realise that taking your business to the next level isn't as complicated as you thought it was.
If you are looking to scale your IT, MSP and Tech Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://bit.ly/ITEXPERTS
You can also download our E-book How to Grow Your IT & Tech Business by clicking this link – http://tiny.cc/ITE-Ebook19
In this episode of the IT Experts Podcast, I share with you a few secrets on How to Build a High Performing Remote Technical Team. This will help you to increase their productivity and employee engagement and when you master all this, you will ultimately see an increase in your profitability.
It has been a few difficult months in business since the Covid-19 pandemic hit, and most businesses have had to adapt to the new normal very quickly, which for most involves social distancing and working remotely.
I have spent the past 20+ years developing leadership roles in the business that focus on making sure that members of staff feel included, important, and productive.
What’s critical here is that by adopting a few Leadership fundamentals when leading your teams, you can now have a high performing team that can also be remote.
Here is the main elements to this show:
-
Have a Clear Structure - Everybody must know where they stand in the business and who they report to.
-
Performance Management - You need to have a way of recognising brilliance, who is working hard at propelling the business forward. You also need a way to address the other end of the spectrum when things aren’t going well and performance dips.
-
Training and Capacity - Develop a competency matrix and identify what skills your team has and what training they need.
-
Get the Right Tech - This can boil down to their internet speed, their hardware, software. Make sure that the tools they are using work and promote a productive workspace.
-
Employee Engagement - This is the one sign of a great leader, make sure your team is engaged and wants to drive the business forward because they have a purpose.
-
Empower Each Other - Make sure that your team knows what they are doing right and give them a platform to provide feedback.
-
Have a Social - Have a regular social meeting to help build your team's relationship and keep them in a positive mindset.
-
Mental Health and Wellbeing -Working remotely can have an effect on an employee’s wellbeing, identify when things are not going well and set up mechanisms to deal with issues as and when they arise.
I hope you enjoyed this episode; let me know which sections you are already adapting in your own business, and which ones will you be adapting soon.
If you are looking to scale your IT, MSP and Tech Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://bit.ly/ITEXPERTS
You can also download our E-book How to Grow Your IT & Tech Business by clicking this link – http://tiny.cc/ITE-Ebook19
These days, everybody seems to be busy which is great, but the real question you should be asking is are you busy taking your business to the next level? Or are you being consumed by working too much IN the technical side of your business?
That being said, It is very important that you have a good grasp of key revenue-generating activities in your business right now, as this will give you the best chance of surviving any difficult times that lay ahead.
One thing that all successful business owners have in common is that they are all productive!
So, let me share with you my eight time management tips for IT, MSP, and Tech businesses:
-
Have a business and personal vision - Whatever you're doing, visualise your end goal.
-
Understand the Pareto Principle (80-20 Rule) - 20% of the work you do delivers 80% of your results.
-
Delegation - Have a clarity on your £10 - £100 - £1000 tasks and delegate accordingly.
-
Work Your Calendar - plan out your week in advance, book your diary ahead, and stick to it.
-
Automate Your Bookings - use a system to make setting an appointment as easy as possible, while letting you choose when you allow to get distracted.
-
Eat That Frog! - Avoid procrastinating on the tasks that you don't love doing.
-
Avoiding Distractions - make sure that people don't disrupt you when you don't want to be disrupted.
-
Get an Accountability Buddy
I hope you enjoyed this episode, it would be great to hear what is working well for you right now and your own Time Management productivity hacks.
If you are looking to scale your IT, MSP and Tech Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://bit.ly/ITEXPERTS
You can also download the e-book by clicking this link – http://tiny.cc/ITE-Ebook19
In this IT Experts Podcast, I talked about the tried and tested model that we use to generate quality leads for our IT & Tech Clients. We help you to connect with people who need your services.
Why use LinkedIn? Simply put, LinkedIn is where professionals go to level up and connect in business.
Basically, it helps you generates high quality and qualified leads.
Hence, if you were to focus on only one channel for your company’s lead generation, it should be LinkedIn. This is the best place for B2B marketers.
LinkedIn has over 500 million total users, and over half of them actively use the platform every month. That means that you have the opportunity to connect with thousands of your potential leads that are engaging on this amazing platform a regular basis.
More importantly, if your business offers a solution to their needs - Linkedin is the place to be.
Listen to the full Podcast to learn the 9-key elements to Lead Gen success that we help our clients with every day.
They are:
Have a Killer Profile(5:15) – A good quality profile that it explains a little about what you do and how you help.
Have a clear Target Market (8:22) – Have absolute clarity who your target Avatar is.
Content (10:50) - Give your Target Market quality, regular, value-based contents.
Engagement (14:15) - Engage and position yourself as an expert to build up your credibility.
Focused Outreach Strategy (15:17) - Find the people you want to connect with, start a conversation to build up your network.
Personal vs Company Profile (17:30) - Vary the content content that you post on your personal profile against your company profile for your prospects.
Call to Action (CTA) (18:52) - It has to be clear and it should resonate to your target market so they would clearly understand what you want them to do next.
Social Selling Index (SSI) (20:30) - A LinkedIn Algorithm that rates your activities. Check it out at Linkedin.com/sales/ssi
Bots (21:34) - Organic Leads has much better conversion rates than using bots in generating your Leads.
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://bit.ly/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
In this episode, I talk with Fisayo Olusegun, Creative Content Creator of Anointed Words and we will be talking about “Copywriting Essentials.”
By learning how to make a well-written copywriting is very essential because it drives profitability, earns a Return on Investment (ROI) and achieves your business' goals by convincing your target customer that your product offering will solve their need and offer them value.
With that, we will be sharing with you today, some tips and tricks of massive value into the community and help you write better web pages, write better content, write better copy, so that you can resonate in a kind of a non-technical way.
The purpose of this episode is to shed some knowledge and some light on some practices that will help anyone listening, especially IoT and Tech Business owners.
By understanding the basic knowledge of copywriting, this will help them with their content and help them put the material out there in ways that will draw more customers to them and draw people who need their solutions to that.
According to Fisy, IT & Tech businesses shouldn't necessarily always write their own material.
Why? because they are too close to the work, so they don't see it from the external point of view which is basically very important. And that is to see things from your customers perspective.
And copywriting has one purpose and one purpose only - to sell a specific product or service to your target market.
Ian added, the key takeaway for him and what he learned so far in his business journeys is that we can't do everything, we can't be all things to all men and women.
Here are the important topics they talked about:
- The Basics of copywriting.
- Types of copywriting
- Different methods/approach used in copywriting.
- Some of the fundamental mistakes made in doing the copywriting.
- Copywriting structure.
- How to construct the perfect headline to attract your target market.
- How google interprets/analyze your copy.
ITS Quick Fire Round
If you are to bottle one part of your business journey and sell it. What would it be and why?
Skill of copywriting – Copywriting sells itself. It is great in good times. And it's even better when things get rough. For example, during this period of COVID, and all that, I've been the busiest I've ever been as a copywriter.
What is your biggest learning / regret about scaling your business?
You can't do it all alone – So, yeah, it's quick and easy, maybe corny to some people but the hardheaded always have to feel it to believe it. So, I did it last year, try it by myself. got to the point where you can't do the marketing and do the work at the same time while you're doing the work if the market is not happening a couple of weeks later, you have no more work because no marks no marketing, it's been gone. You can't do it. You got to delegate. Get people in that you trust, build a team around you.
What is your favourite app on your phone and why?
LinkedIn. the reason being is I don't have a website I don't have anything else. I do social media marketing.
Guest Details
To contact Fisayo, you may connect with him through Linkedin at
https://www.linkedin.com/in/fisayo-olusegun/
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
You can't do it all alone. You can't do it. You got to delegate. Get people in that you trust, build a team around you. – Fisayo Olusegun
In this very special edition of the IT Experts Podcast, I talked with John Allard – founder of The Video News Factory Ltd in Milton Keynes.
Today, you will learn the importance of using the right video for your Marketing strategy in making your content marketing, website brand building and all other different elements to help you through with your IT and Tech Business.
The purpose of this episode is to explain and share with you why videos are important and effective in the whole marketing strategy and how videos boost customer acquisition.
In our modern world, video is king. Online video consumption continues to rise at an astonishing pace because people are watching videos on the internet all the time.
As video marketing becomes more affordable and widespread, it’s becoming easier for smaller businesses to leverage the power of video and acquire more customers.
With a smart, focused video marketing strategy, you’ll be able to engage with potential leads more effectively, increase conversion rates, and drive more sales.
According to John, a new era has evolved, allowing each brand to become a broadcaster.
You've got to know your audience, program schedules and most importantly you must be consistent in you content. If you’ve got listeners and viewers, you’ll want to keep and grow them.
ALWAYS CREATE A HOOK – a contract between you and your viewers promising to deliver them value by offering them something powerful and interesting if they keep tuned in for the next 10-20mins because if not what’s even the point of being there.
You must have that Wow Factor, the sense of empowerment. Having a powerful media presence that affects the beliefs of your viewers. Delivering the right values or message to your clients.
Other topics we’ve talked about are:
- Most common type of video use in Marketing.
- When should people used animation on a website instead of a video?
- What are some of the mistakes people make when making a video?
- What are some of the things the people need to do to get it right?
Furthermore, John Allard said you only need one marketing & content plan and sales strategy. The more you think about integration, the more effective it’s going to be. Combine this with the right marketing and growth plan it will help your IT and tech Business succeed.
ITS Quick FireRound
If you are to bottle one part of your business journey and sell it. What would it be and why?
Start with an agile mentality. In business, you got to have a plan so you will have flexibility, agility and a strategy whenever there is a disaster in which you can flip around and turn it into an opportunity.
What is your biggest learning / regret about scaling your business?
Partnerships – I think when you are a small business, keep partnerships going. The best partnerships are the ones maintaining its integrity.
What is your favourite app on your phone and why?
Liver view - It allows me to see on my app what is going on with my body.
Guest Details
To contact John Allard, connect with him on Linkedin at https://www.linkedin.com/in/thevideonewsfactory/
We work on partnership; we offer very low entry to know what is like to work with us.
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
It’s a new ball game/era that’s evolved allowing each brand to become a proper broadcaster. You’ve got to know your audience, program schedules and most importantly you must be out there regularly. If you’ve got listeners and viewers, you want to keep and grow them. – John Allard
In this episode, I talk about “Surviving Major Business Disruption and beyond”
As Business owners, we are continually faced with challenges, difficulties and temporary setbacks. They are unavoidable and inevitable.
By learning stress management and how respond with a positive attitude to each challenge, will help you grow as a person and continue moving forward.
We must be optimistic, this can help with coping with the daily affairs of life and business.
I’m going to be sharing with you some tactical tips and tricks to help you get through during this difficult time, so you can emerge out of this ahead of your competitors.
The purpose of this episode is to talk about the Corona Virus Pandemic and the worldwide disruption it has caused.
We can survive and thrive and in this podcast, I share with you how to deal with business disruption and change in general.
There’s been a lot of hype and noise going on, Constant negativity in the press can be so stressful.
I know it’s very sad and devastating, but I believe, now is the time that we should all step back and just take a little bit of time to put things into perspective.
***Remember, we can never grow*** ***whilst in a n******egative*** ***mindset,*** ***not just in business but in all aspect******s*** ***of life.***
With that, it is very important to adapt and change your mindset into a positive point of view.
Look for opportunities from an entrepreneurial point of view and find a way on how we can serve the client better.
We should also understand and know when people are struggling.
Thus, having a PLAN and maintaining your profit margin by knowing where your cash flow is coming from is very important.
Listen to the full podcast to find out more about the five-key element of our IT EXPERTS MODEL.
- Personal Development
- Business Development
- People Planning
- Finance and commercial
- Business Performance
Using these 5-key elements will certainly help you achieve a positive outcome with your IT and Tech Business.
Details
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
You can never grow your business when you are being negative - Ian Luckett
In this episode, I talked with James Burtt, who is an awesome brand performance expert.
You will learn what you need to do to get your brand out there, how you standout on a crowded IT marketplace which will ultimately help you generate more leads.
The purpose of this episode is to give you a clear understanding on how having and building a solid Brand makes a huge difference and impact into your business.
First off, we should know what Brand is?
According to James, Your Brand is your reputation – nothing more, nothing less.
Your brand is built to be a true representation of who you are as a business, and how you wish to be perceived.
Having a strong brand will distinguish yourself from your competitors, it will also make memorable impression on consumers and it allows your customers and clients to know what to expect from your company, making sure that your company offers the best choice of products, services and solutions.
Ultimately, you must make sure that all messaging is always be about them not about you.
Having said that, this allows you to stand out from your competitors!
Other important things that we also talked about are;
- The difference between Branding and Marketing
- The Basic of USP’S
- The biggest mistakes that people make when branding their business
- Business niche – ideal target market
- Understanding Brand proposition
- How to stand out from your competitors
- Productizing
ITS Quick Fire Round
If you are to bottle one part of your business journey and sell it. What would it be and why?
5AM Club – I love getting up early. I get so much more stuff done.
What is your biggest learning / regret about scaling your business?
My biggest learning is the power of being around with the right people.
What is your favourite app on your phone and why?
I love WhatsApp. I think it’s brilliant, I build business and connected with some of the biggest influencers on the planet.
Guest Details
To contact James Burtt, connect with him on Instagram at @jamesburttofficial
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
Your Brand is your REPUTATION – James Burtt
In this episode, I talked with a very special guest, Mark Matthews CEO, Leader and Visionary owner of ATG-IT in Bromsgrove, UK.
Mark has an amazing and inspiring story of how he transformed his business using his inspiration from a crisp packet.
He took his IT business from 0 to £2.8m, making him one of the most successful IT/MSP business owners I know.
In today’s podcast, you will learn a great deal about the non-technical side of Business. It’s all about leadership, systems, processes and company culture.
We also talk about how to engage properly with your staff, how to get more out of them, how to step back and use self-awareness to become a better leader and most importantly you will learn how Mark developed his IT and Tech business.
The purpose of this episode is to explain and share some of the amazing successes that Mark has had growing ATG-IT and how that relates to having a deliberate and systemise growth plan.
Mark also shares how a crisp packet changed his life.
Back in the day, Mark didn’t have a process to lead his business, which probably led him to become a control freak. Spending his time focusing more on money, because everything was all about money and not about the people.
He said, ATG wasn’t going anywhere, they had flatlined, he’s working 70 hours plus a week, unhappy and not knowing what his purpose was.
Mark added, since that epiphany, he was gone from being lost with no direction to being clear about his purpose and the professional and personal journey he is on.
Because he realised, it was him all along.
According to Mark, he had never told his staff at work, what GOOD looked like. Therefore, if you don’t explain to your employees what good looks like, then they will just do what they think they should.
Hence, they will use their own version of what good looks like as a guide and if they do and you haven’t helped them understand what you wanted, then getting it wrong can’t be their fault if you haven’t supported them.
Mark soon realised that it was his fault then he decided to change the way he dealt with employees.
He added that having a system is the overall key element to business growth success.
**Other important things they talked about are:**
- The Traction business model from Gino Wickman
- The steps they need to define core values
- The core values of the company
- How he set boundaries and use “The 5 questions of clarity” Model
Mark said, having these 5 questions of Clarity can put boundaries for people, boundaries for money and boundaries for time.
**ITS Quick Fire Round**
If you are to bottle one part of your business journey and sell it. What would it be and why?
It’s always the owner’s fault – get out of your own way.
What is your biggest learning / regret about scaling your business?
There are so many learning points but for me, it is to develop a system and to work on yourself.
**What is your favourite app on your phone and why?**
Waterminder. – It helps me to remind myself to rehydrate as I go through the day.
Guest Details
To contact Mark Matthews, connect with him through Linkedin and Twitter or email him at markmatthews@atg-it.global.uk or check out his website at https://www.crispleadership.com/
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
If you don’t explain to your employees what good looks like, then they will just do what they think they should, using their own initiative based on their own experience and values, and not yours. – Matt Matthews**
In this episode, we had a great time talking with Kevin Lowe, he is an absolute expert when it comes to finding and training the right apprentice and making sure that the apprentice offers value back to you and your business from day one.
Today, you will learn not just to find the right candidate that fits to your business needs but knowing whether it is the best time for you to hire an apprentice.
The purpose of this episode is to help business owners understand the benefits and/or advantages of having the right apprentice for their business, understanding the whole apprenticeship scheme bringing your business to the next level - helping them grow and develop their organisation.
Research has shown that apprenticeship offers myriad of benefits.
By investing in talent development through apprenticeship, employers gain a pipeline of loyal skilled workers, increase productivity, and improve the bottom line however most business owners often overlooked this and is often battling out the whole idea of bringing in an experienced staff rather than an apprentice.
Oftentimes, business owners don’t want to hire apprentice simply because they don’t have the time nor the resources to train or probably it’s not just easy for them and they don’t have the right support to do so.
Moreover, as companies, whether to bring on apprentices yet most of them have the same question in mind: What if I invest all this time and money training an apprentice, only to have them jump ship when it’s done?
According to Kevin, that’s a possibility, as it is with any employee. But advocates argue that the benefits outweigh the risks.
Hence, they talked about important topics such as.
- The benefit of apprentices to the business owners?
- The benefit to the actual apprentice themselves?
- How they kind of work and how you can help?
Kevin added, when he seeks for the right apprentice, he always asks; What do they like to do in their spare time? Through this, it will help him identify and find out the type of people that he is working with.
Kevin believes, those young, enthusiastic, hungry, passionate apprentices are like a sponge that they are going to suck all the information that you are giving them.
They will just do, follow and complete all the task that you want them to do.
Other topics they talked about:
- What in the pre-qualification process do you look out for?
- How do you choose the right apprentice for your business?
- What are your criteria to make sure that you match to the right candidate with the job role?
-
What additional support you can provide to the business owners?
ITS Quick Fire Round:
If you are to bottle one part of your business journey and sell it. What would it be and why?
My advice would be to work hard, be honest, work with integrity and have no regrets.
What is your biggest learning / regret about scaling your business?
Don’t look for apprentice that has more experience instead bring in someone who is young, enthusiastic, hungry, who is ready to do what they are told to do.
What is your favourite app on your phone and why?
Spotify because I always listen to music.
Guest Details
To contact Kevin Lowe, connect with him through LinkedIn or you may call his number at 07984 962 865 to ask for a FREE consultation.
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
You can’t teach people attitude manners and/or beliefs, but you can support them with their knowledge. – Ian Luckett
You must teach someone making sure that they have a mentor who is teaching them doing what is right. They need someone to support them, look after them and making sure that what they are doing is right and that they are guided through with all those kinds of support. – Kevin Lowe
In this episode, I had the privilege to interview AJ Yager of Praxis Metrics Data from Austin, Texas. He will be sharing with us loads of tips on how you can learn, understand and implement Data Analysis that will help your clients grow and succeed their IT and Tech Businesses which will add value to your organization.
The purpose of this episode is to help business owners understand how Data works.
Why Data is important and how a deeper understanding on how we can analyse it in terms of Data Analysis can help Business owners succeed with their IT and Tech Businesses.
Ian shared that for most of the business owners apparently don’t understand or have an idea what data they’ve got and how to use it.
According to AJ, Data is simply information. This will help business owners become well-informed.
Moreover, Data is the key to gaining information, knowledge, wisdom and that helps you scale your business and do your job better.
He added, it is extremely valuable to know your numbers and of course, to take action.
As business owners, you are constantly making decision and with that why not use that learning and use it to become better. Data will help Business owners make better and right decision. Thus, it’s all about taking action with the data that you have.
With this, you must ask your clients “What are your biggest Problems?” from there you can build relationships and drive bigger opportunities by knowing how to solve their biggest problems.
Apparently, there are lots of ways to use the data but the number one thing that we used it for is to drive a better decision. This is to really change the behaviour within the organization.
Other Key points we talked about are:
- Typical types of Data and how to use it.
- Steps that you need to ask and know to help your Business grow.
- Lifetime Customer Value
ITS Quick Fire Round
If you are to bottle one part of your business journey and sell it. What would it be and why?
Our Knowledge/Brains. In a way to teach people to think about this, understand and to take action with the data that they get.
What is your biggest learning / regret about scaling your business?
Hiring team members – where we had the most mistakes and a biggest learning.
What is your favourite app on your phone and why?
AJ: Prime Mind & Do Not Disturb App – if I want to focus on my life and my business.
Guest Details
To contact AJ, visit their website at praxismetrics.com
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
Data doesn’t need to be complicated. This means that by understanding your data, knowing your numbers, and by knowing your business can then help you implement your business growth. - Ian Luckett
Every business is one data away from exponential growth hence know your numbers. – AJ Yager
Today I talked with Tiffany Kemp – CEO and Founder of Devant Limited.
We share some business saving tips and tricks and strategies all around Business Contracts that you need to know that will help your business grow and run smoothly.
When talking about Contracts, people generally use this as some sort of weaponry or an Insurance policy. When really it should be treated as a relationship that guides and helps both you and your customers to do the right thing.
According to Tiffany, when Business owners know how to approach the conversation and then do it the right way, this will help your business grow rather than running into unforeseen risks.
She added that, Devant had a mission to help businesses use the right contracts to help them build great value to their customers.
It is so important that you are being transparent with your Contract to your customers so that both parties can set a proper expectation with one another.
Other key topics we talked about are:
- Getting the best contract for your employees and how to protect yourself from others who try to poach your key staff.
- Termination of Contract by Clients.
- Do’s and Don’ts that you need to consider in setting up contracts.
- Contracts in terms of Cyber Security.
- Protecting your IP.
ITS Quick Fire Round
1) If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
Having the courage with your convictions to say what you believe to be true.
2) What is your biggest learning/regret and advice to listeners when scaling their business?
To hangout with other key people who knows stuff that you don’t.
3) What is your favourite App on your phone and Why?
Waze and voice recorder on my phone.
Guest Details
If you need some help on anything contractual, you can contact Tiffany Kemp at Devant Limited for FREE 30 minutes of support. You can find out more about Devant at https://devant.co.uk
LISTENER OFFER!
Devant are running a Negotiation Skills Course that you can find out more about here on the link below and Tiffany has kindly given a 20% discount off of any TiffCo Contract Law or Contract Negotiation course: find out more here https://tiffanykemp.com/shop/
Just enter the code IAN2020 now up until 30th of April 2020.
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then also check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
It is very important that when you are growing your business, you have to be clear understanding about what you are bringing to the party and also what your customers are bringing to the party. Then you can work out how to serve them better – Tiffany Kemp
Today I talked with Ian Benjamin from DigitalExecs. He is a digital recruiter and an expert in head-hunting, recruiting and finding the right people in IT and Tech Businesses.
In this episode we will help you to not only find, attract and interview the right candidates but also learn the huge impact of getting the right people in your organisation.
One of the biggest issues amongst business owners is a matter of whether to recruit contract employees versus getting full time employees.
According to Ian, unemployment in the IT Sector is at its lowest in UK because of a shrinking pool of talent to hire, attract or engage with.
As to the question of whether or not to hire people for full time or contracts would still depend on the size of the business, although majority of the hires are contracts only.
Essentially some of the companies feel that contractors are the best option depending on what sort of project they are working on.
However if they are looking into longevity and long term growth then he would recommend to bring someone in long term employee and to develop them and make the person part of the journey of the growth of the company.
Only then the employee will be more committed to the success of the company.
Other key points that we talked about are;
- The Do’s and Don’ts of the typical Tech Company when recruiting.
- What are the best things to do when conducting an interview?
- What questions that are asked to in terms of selecting the right people?
- The structure of the actual interview.
- The timeframe of the feedback after the interview.
- The Key Steps that we need to consider when interviewing/selecting new candidates?
- The importance of transition and the on boarding process.
ITS Quick Fire Round
1) If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
I value the massive impact of my learning and development experience development in shaping me as a young adult.
2) What is your biggest learning/regret and advice to listeners when scaling their business.
Regrets – when I missed an opportunity to join into a big business partnership.
3) What is your favourite App on your phone and Why?
Linkedin and my Health app.
Guest Details
To contact Ian Benjamin, connect via Linkedin or visit his website at https://digitalexecs.com/
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out the IT Experts Growth Accelerator on our website http://tiny.cc/ITEXPERTS
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
You have to get it right – recruit the best people otherwise people will leave. – Ian Benjamin
Today I interview a great friend of mine, Matt Elwell – founder of Elite Closing Academy.
In this episode you will learn the difference between Selling and Closing, and more importantly how the different elements of this process to help you close more business, convert more sales and help more people.
All we did today was talk about the Ancient Art of Closing Sales.
Essentially, Sales is an important process but understanding how we close is crucial for any business owner.
Matt’s point of view is that his learning came from a very young age. He had a great Sales training when he was working for others and this has put him in good stead.
Also, He added that during that time when he was working he knew that his company didn’t have a process or a system for closing business.
He soon realised that he needed a “way” of creating a better human to human connection. The power of voice, the way we speak, the words and language that we use has a huge impact in closing sales.
Matt mentioned that People don’t want being sold to because of previous horrible experiences. Most sales people don’t listen and they don’t ask great questions.
Being able to close doesn’t mean taking money of people. It means the logical next step on the journey – once you master the logical next step on the journey on the prospecting cycle that’s when the process becomes much easier and more natural
Matt has 2 key teaching on the subject;
- Prospecting journey – “Understanding the caterpillar egg into a beautiful butterfly.” Understanding the lifespan of your prospects and/or customers. How long it takes somebody to go from cold to sold- from caterpillar egg to beautiful butterfly and most importantly, understanding how to nudge your prospects through the process and knowing how many contacts you need to have before they are ready and you’ve earned the right to ask a closing question.
- Understanding the Serve Sell/Close Cycle – A lot of business get that wrong because they are serving so much that they forget to sell and forget to close. This can be really frustrating particularly in Consultants. I find them full of information, full of strategies and techniques, experience and knowledge. All the things that they want to tell people about but actually that is the real problem because if you are telling - you are hard selling. The power of the serve sell/close circle is to understand how to serve sell and close at the same time and understand this key concept. The highest level of serving a prospect is to sell congruently and sell well and close somebody that needs what you do. Closing is serving on a high level.
Ian asked about the clients and the prospects that are fighting on price.
According to Matt you have to look at your own beliefs around money and price before you can master this part of the system.
He added, the thing that is very helpful and interesting to consider in 2020 is to replace the word “Price” with “Investment”.
If you really want to increase your conversion in 2020 and grow your business then you must go towards the pains and the problems and the challenges that your prospects are having that your service or product solves.
In many cases, if you use the word price it will always be too much and if your sales or your process is around money then you’re really going to struggle.
The System we use is the PUNTq system for serving:
- Pain – You must solve problems and pains and challenges
- Urgency – if there are no promises there are no urgency
- Need – find out what they need to solve that problem
- Trust - asked question to build an enormous amount of trust
Matt said, if there is really a solution to a problem then people would really consider investing. When you are the solution to the problem; money is never an issue because they can see the value to their money.
The Q is then the high quality question that you ask.
He added, there’s always an investment for time, money, thinking, energy, mindset, and attitude – but my advice is to focus on results because people pay for results.
Moreover, you have to position your price at the very beginning of the prospecting journey and then ask these powerful questions that linked to pain, urgency, need and trust.
- Other than money/investment/cost/price give me 5 of the reasons why us working together would benefit your business?
- What are you criteria other than money can make you decide to use our product or services?
Ian asked what is it on the prospecting journey that people aren’t going buy you or aren’t going marry you that we need to understand when nurturing the brand new prospect.
- Discipline
- Certainty
- Process
They also talked about the difference between Selling and Closing.
Selling is getting to the point where they want to buy and Closing is when they actually buy the product.
However, Matt believes all the selling is done on an individual contact prior to a written proposal.
Like a caterpillar and butterfly system - It’s a game of two halves;
- Understanding and asking powerful questions, finding out pain, urgency, need and trust.
- When you decided that you and your prospect are a good match that’s when you start sharing quality information.
Now, the moment you’ve than done that is when you need to stop selling and start closing. When they believe that you have that information that will help them resolve their problems.
Ian states that, testimonials and client results will also help you build your own credibility and certainty.
Matt added, you must be certain within yourself. Sell it to yourself first. You have to be actually sold with the business you are selling.
Asked these important questions;
- If my business is not here who suffers?
- When you founded this business - what is your strongest reason of doing it?
- And more importantly, if you weren’t here who’s got a problem?
ITS Quick Fire Round
1) If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
Knowing the difference of when to stop selling and start closing.
Follow up question: What signal would you expect to get from somebody when the prospects are really warm and move towards the closing?
You will know the moment when you should ask the big question.
2) What is your biggest learning/regret and advice to listeners when scaling their business.
People - Your business is only as good as the people that operate it. Identify the skills that you don’t have and hire people who have those skills to fill that role.
3) What is your favourite App on your phone and Why?
Elite Closing app.
Guest Details
To contact Matt Elwell, check out his social media accounts or
Visit his website: https://www.eliteclosingacademy.com/sales-accelerator
And/or download his app: https://apps.apple.com/gb/app/elite-closing-academy/id1468828449
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
Remember this one key thing; Become the solution to a problem and your business will grow because when you are the solution to a problem that’s when you become very relevant to other businesses and people. – Matt Elwell
In this episode, I will be sharing with you my 5 keys steps to New Year Success process.
Last year was a very successfully year at Innovate to Success and I put this down to having a solid plan that I adjusted and measured throughout the year.
I always have some kind of plan because it helps me keep out of and also manage unnecessary stress and changes that happen in and around the business.
Today, you will learn the 5 key steps to New Year’s success, that I used in 2018 to help achieve my 2019 business growth targets. Also in this episode I have shared with you your own action PDF workbook, that will help you go through each step, note down your actions and also set up a plan of your own so you can set your priorities and goals.
You can download is HERE.
In this show, we go through each step in detail.
As mentioned before the important element about business planning is setting your goals and making sure you have the correct team around you to help you keep on track.
You can go through this process all in one sitting or you can stop the podcast and spread it over 5 days. Then you will have chance to reflect and add details to your plans while you think and maybe involve others in the process.
Here are the 5 key steps to New Year’s Success:
- Step 1: Review your business performance last year.
- Step 2: Look at the bad.
- Step 3: Look at the good things that went right.
- Step 4: Set out your goals/targets.
- Step 5: Map out and measuring it.
(6:00) STEP 1: DAY ONE
Review your business performance last year - Have a look and review at what exactly happen last year.
- Look at what went well?
- Look at the things that didn’t go well?
- Look at projects that didn’t get completed?
(10:10) STEP 2: DAY TWO
Looking at the bad - Look at what went wrong and also at things that we can potentially improve. This is where we learn and this is where we grow, as you don’t learn unless you made a few mistakes.
When I learn something new, I can’t help but to share it (if relevant) to my clients, to my company and to my team. This helps us all grow, develop, learn and grow our different businesses together. So, have a look at:
- What are your weaknesses? What are the things that are holding you back?
- What are your New Year threats?
- What are you doing about those threats?
(16:18) STEP 3: DAY THREE
Look at the good things that went right - When things go well we want to magnify them. Quite simply doing more of the things you do well is a sure-fire way to add to your bottom line, so let’s take a look at:
- Identify your strengths.
- Identify other opportunities.
- Maximizing new opportunities
Right in the middle of this Podcast I gave you a few Tips on how to prioritise and delegate your tasks, This is through the £10, £100 and £1000 test! Here is the detail.
3 different types of task you have in your business:
£10 (Admin task) - room bookings, calling clients, admin task – social media posting, email, etc.
£100 (Management task) – creating content, manage, supervise and delivering client and/or customer satisfaction.
£1000 (important task) – strategic thinking, pitching to clients and generating leads.
(24:00) STEP 4: DAY 4
Setting out your goals/targets - What are the things that you need to achieve next year – what are your new KPI’s. (Key Performance Indicators)
- Set up your new 2020 targets (Overall for the year)
- Break them down into quarterly targets
- Monthly review/KPI’s.
(28:40) STEP 5: DAY 5
Map out and measure – Quite simply, What gets measured gets done. One of the best ways to ensure success in your personal and business life is to measure, test and recalibrate your plan as you travel through the year.Therefore:
- How are you measuring your business?
- Make sure you assign owners to those actions and that they take accountability.
- Have a clear vision for what winning look like for you?
The last page in the action tracker, helps you to pull all of this together. This helps you take the key things that you’ve just written down on each of the individual day steps and create your own plan.
I urge you to complete this exercise, go through this podcast either all in one go or across the next week and share your findings with your team so that they can feel engage with the business.
Complete the sheets, have a think, go back to it next week, have another think and very soon you will have your vision set up for the next year ahead.
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
In this episode, I bring Anna Heim, the Head of Cyber Security and Data Protection Consulting at ARES Risk Management to the podcast. .
Today, you will learn about the different elements of the current Cyber Landscape, how it is evolving and how you can respond to it.
More importantly, what IT companies can do to integrate cyber into their value offerings and how to identify different malicious threats to different companies and how to prevent it.
In This show we talked about 2020 Cyber Security Essentials.
The importance of understanding the Cyber security Landscapes because according to Anna the basic mantra of Cyber Security is - it’s not the case of “IF you get hacked but it’s more of WHEN you are going to get hacked.”
She added that the level of security you are getting should enhance your security not burden them.
Every day our businesses are evolving and every day we see that there is new software coming out to deal with our security. However we need to understand that what’s right for each company and “A” is not necessarily right for company B,C,D,E,.
Moreover, knowing how to identify what your business needs and what types of threats that may potentially attack your business is very crucial because once you are aware, you will then know how to prevent it.
Anna and Ian talked about the different types of attacks;
According to Anna, the biggest threat in 2020 and beyond is 5G and IOT.
Malware, or malicious software, is any program or file that is harmful to a computer user. It could be a worm, a Trojan, a virus, a rootkit or a back door.
Malware is a Blanket across the business world so it doesn’t matter what type of industry you are in or how big you are because It’s something that could attack us all either as an individual or as businesses.
Ransomware on the other hand is a type of malware (malicious software) that cybercriminals use to “Kidnap” your data. And then hold you to ramsom. It blocks access to your computer system or data and then encrypts it, until the victim pays a fee to the attacker.
In many cases, the ransom demand comes with a deadline. If the victim doesn’t pay in time, the data is gone forever.
And these are the different types of Industries / business sectors that needs to be aware as are more prone to different types of hacks or ransomware attack:
- Gas company
- Financial Sector
- Healthcare
- Retail
- Utilities
Ian states, that the best way to prevent this ransomware attack is to have a Backup which Anna agrees with and that backing up is the big solution to overcome ransomware attack very quickly.
Hence, the important thing is to understand that Cyber security and data protection is not just about your computers and your networks but more about what lives in the cloud.
It’s about your mobile phones, your laptops and your tablets. Everything has to be secured. You lose your phone you lose your life”.
So, making sure that your phone in particular has a good level of security is absolutely critical in your business.
ITS Quick Fire Round
1) If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
I think my curiosity and my research skills. I spend a lot of time asking awkward questions and looking at things from an analytical point of view. That’s what keeps me ahead of the curve from the cyber intelligence perspective.
2) What is your biggest learning/regret and advice to listeners when scaling their business.
I would get into coding. There is an absolutely outrageous shortage of cyber security penetration testers out there and I love this part of my work
3) What is your favourite App on your phone and Why?
I’ve got to favourite apps - Wickr Me https://wickr.com/ and Signal. https://signal.org/ Both are communication apps with end to end encryption.
Guest Details
To contact Ana Heim, email her at anna@aresriskmanagement.com or call her at 07465 932099.
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
"Backing up your whole system is one of the best steps any business owner can take against ransomware." --Anna Heim
In this episode, I interviewed the amazing Sam Rathling – the “Queen” of LinkedIn. And today, you will learn how the online Lead Generation process works and how you can help your message get out there and stand out from the crowd, which ultimately means that you will help more of your customers and clients.
After listening to this show you will have the process that you need to generate more leads, more profit and get your brand out.
In This show we talked about:
The importance of understanding the whole Lead Generation and sales process; In which according to Sam, the main challenge is, most business owners does not understand the basics of Social Selling.
They try to sell everything to everyone and by doing this, they are just simply selling to NO ONE.
Therefore, it is critical that you identify your target market, because It’s not just about getting the leads but it’s about getting quality leads that will convert and that only comes by understanding who you serve.
The first step we take is to narrow down your target market.
And to do this we use the I-D-E-A-L framework:
- Industry – What type of businesses that you want?
- Demographic – Size of the company? How much revenue they are generating?
- Experience – Who exactly do you want to talk to?
- Attributes – Cultures, ambition, values of the company etc. It helps create the identity of your own company which will then attract like-minded clients.
- Location – Where do you want this people to be located?
Ian and Sam also talked about why LinkedIn is the best B2B platform and what to look out for in 2020.
Sam believes that LinkedIn is dominating right now because of its organic free reach available.
Business owners, specially the small ones, don’t need to invest a lot of money into LinkedIn, unlike other social media platforms.
These are some of the features that’ll be soon available on LinkedIn:
- LinkedIn Live
- Newsletter feature
- Changes in terms of Groups & Communities
- Content Creation – algorithm
Top Tip: Don’t get caught up with likes, shares, comments, engagements etc instead be consistent with what you are doing and just know that there are people out there who are watching.
Ian asked - What do people need to consider in terms of setting up their profile and what people need to do to generate leads?
The SSI or Social Selling Index is key – (selling without selling)
- (25%) Orange score – establish your professional ground.
- (25%) Purple score - Find the right people – building network with your target market, building a relationship.
- (25%) Engage with Insights – engagements and interaction and how much research you are doing.
- (25%) Green Score – building trusted relationships.
Ian and Sam also talked about another tool of LinkedIn – Sales Navigator. Ian asked if people need Sales Navigator for their Business.
Sam said, it won’t be necessary unless otherwise you have fully understood the basic or the free version first because it won’t make sense to upgrade if you don’t understand and know how to use LinkedIn properly.
Do’s and Don’ts
- Build Relationships – Don’t go in there to sell and take, but go in there to give, help and build trust.
- Be an original content creator - come up with a strategy, think what your target market needs to see and do content consistently that is aim to your target.
Tip for content: Ask a question on your post which will drive answers and conversation underneath.
- Consistently prospect – find people, start a conversation and reach out to them consistently.
- Have an effective profile – make sure that your profile is effective to the market.
- Don’t be passive – don’t just sit there and watch everybody else but be brave and courageous and just start posting.
- Don’t ever sell to people because it only screams desperation.
- Don’t spam people
- Don’t use automation
Strategies in reaching out to corporate clients – your content, profile and your strategy should be targeted to whoever your target market is.
ITS Quick Fire Round
1) If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
I would bottle resilience and bounce back ability. If we have complete resilience and bounce back ability then we can survive anything, particularly in Business.
2) What is your biggest learning/regret and advice to listeners when scaling their business?
You must be around the people who are playing a bigger game than you are. Invest in your own personal development.
3) What is your favourite App on your phone and Why?
My favourite app is Author.
Guest Details
To contact Sam Rathling, check out below;
Linkedin: linkedin.com/in/samrathling-linkedinexpert
Email: sam@linkedinbound.co.uk
Book her Masterclass: linkedinbound.co.uk
Youtube: youtube.com/samrathling
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
It’s not just about getting the leads but it’s about getting quality leads and that only comes in understanding who your target market really is. If you don’t know who you are targeting then there’s no point in leveraging LinkedIn– Sam Rathling
You can’t force people to buy something from you. People buy when they are ready – Ian Luckett
In this episode, I had the privilege to interview Gavin Page of Excelerate360 Ltd.
He is an experienced sales and marketing leader, and runs a leading UK outsourced sales and lead generation company.
He also works with VCs and Incubators advising start-ups and mid-tier software and technology companies on scaling sales operations.
Furthermore, Gavin has a track record in creating new strategic revenue opportunities, developing sales teams into new markets, restructuring sales teams for revenue growth and regularly exceeding those targets.
Today, you will learn how to resonate with your target market better, how to sell more products, services and solutions.
In This show we talked about:
That Sales is all about building relationships, trust and having a fair exchange of service and a solution. Thus, it all boils down to understanding your target market and what problem you actually solve.
Gavin then shared that first, you must ask these questions yourself;
- Are you ready for the market or is the market ready for you?
- What are the things you need to do to understand your Market?
- How Market Analysis can help you identify your potential customers?
We then went on to explain that for you to understand your own Market Analysis further, you need to start with again, 3 basic questions;
- What clients might buy from you today?
- What vertical Market do they fit in?
- Where have I had that success before and why?
Then once you have these questions answered, you need to start looking for what relevant actions you need to focus on and analyse where those customers are coming from.
The best and easiest way to do this Analysis is;
- To go out and talk to the customers and understand why they bought from you in the first place.
- Secondly, talk to new prospects and just get on the phone get to understand more about their market. Understand whether or not there is an opportunity and If we are offering this out, what would they expect to see in return.
Then you can start to analyse:
-
Is the Market ready for my product?
-
Is my product even ready for the market in your chosen vertical field?
Other than the Market analysis, Ian and Gavin also talked about the important element that people need to know about in terms of Sales Process.
How does it work and why it is so important to enable you to scale your business.
We then discussed Lead Generation and understanding your target audience (an avatar or persona) and knowing their personas, as they fondly call it, and all to understand their pain points.
Speaking of which, Gavin also talked about the Pain chain - One person’s problem/issue could potentially be the the reason for another person’s problem/issue. This can then cascade to cause many challenged in business.
Ian also then discussed the 2 areas around who you are actually selling to:
- Are you selling to individual business owners?
- Are you selling to a larger group and middle management within a larger organisation.?
Finally we shared some key topics such as what you need to do with your CONTENT and how it works to build relationships, your USP and more importantly how to stand out from your competition,in which according to Gavin you have to deliver great customer service and really understand their need and your competition.
The best way for you to stand out is to be PREPARED at all times most specially during product presentation. Always remember when you present a proposal it’s always about them and not about you...Focus on the value and the proposition on how to meet the customer’s requirement.
ITS Quick Fire Round
If you were to 'bottle' one part of your business journey and sell it, what would that be and why?
Spend more time eating my own dog food. Most of the time, we always tell everyone else how to do it but sometimes you have to do a bit of looking inwards yourself.
What is your biggest learning/regret and advice to listeners when scaling their business.
- FIRE people faster
- Getting external input from other Experts, Coaches and people who have done before.
What is your favourite App on your phone and Why?
Wordscapes.
Guest Details
To contact Gavin Page, visit his website at www.excelerate360.com or contact him through his email at gavinpage@excelerate360.com.
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
Sales is all about building relationships, trust and having a fair exchange of service and a solution. Thus, it all boils down to understanding your target Market. – Ian Luckett
Focus heavily on the value and the proposition on how to meet your customer’s requirements. – Gavin Page
You will learn how to build your confidence so that you can increase your leads, how to increase your profit margin, and how you can make your business a nicer place to work.
In addition to the 5 Step DRIVE for business program that we understand in the previous episode, this week I get to test you out by giving you actions after each step to help you get your very own growth plan together.
In the show notes below, I repeat the actions that I talk about after each step in this episode, we have also included a link below where you can get your hands on a copy of the ebook as well.
Here we go! :-
Step 1. Why Grow Your IT & Tech Business?
Action: Take an A4 Sheet of paper and on it write down WHY you started your business? What was the reason, the purpose, FOR YOU? Then note down WHAT winning looks like for you and what you want to get out of growing your business – Is it more spare time? Is it flexibility or is it more money to invest elsewhere?
Step 2. Defining Your Business Purpose
Action: Take another A4 sheet of paper and make some notes and have a good think about your ultimate business purpose. What are your values? What are your products and your solutions? Who are you fixing with those products and services? Then look at your structure, your organisation and people and check to see if they all align to enable excellent customer service and efficiencies.
Step 3. Who Do You Actually Help?
Action: Your action for this page is to make a note of your key clients with whom you have a great relationship and that you can just phone up over the next week. Schedule it out day by day and ring them. Call them and ask them how they are and if there is anything you can do to help them. Ask them about THEIR Business and then match their issues to your solutions.
Step 4. Connecting with Your Clients
Action: Your action for this page is to make a note of your key clients with whom have a great relationship and that you can just phone up over the next week. Schedule it out day by day and ring them. Call them and ask them how they are and if there is anything you can do to help them. Ask them about THEIR Business and then match their issues to your solutions.
Step 5. Know Your Numbers
Action: Your action in this section is to take your top FIVE costs and your top FIVE Clients and have a look at each one of them. Identify ways to decrease each cost and increase the value and potential income in the weeks and months ahead.
Step 6: Plan Out Your People
Action: The key thing here is to sketch out your organisation chart. Colour in the people that are good and worth developing, and colour in (in a different colour) the ones that require additional support and development. Then highlight the critical ones that you class as risks. Immediately put together a People Plan to mitigate your risks and develop your team.
Step 7: Be Accessible
Action: Make a list of how people can get hold of you and your business and what issues they can help your customers with. Is it via your website, e-mail, telephone, post or even messenger bots? Then look at how reliable those systems are and who mans them when you are not around. Understand your pinch points and deal with any issues.
Step 8: Work Your Plan
Action: Let’s test this out. Take a relatively complex plan that you are working on right now and break it down into smaller tasks over the course of the next two or three weeks. Identify what you want to achieve each week and of those weekly tasks, what you want to achieve each day. Look at that plan every morning when you get up and see how you get on.
Step 9: Your Business on One Page
Action: Take an A4 sheet and identify what key elements you could measure in your business, i.e., cash in, cash out, number of new clients, number of client presentations, advertising, marketing etc. Map this out over the next six months and monitor on a monthly basis whether you had a good or bad month. Don’t make it too complicated though and focus on revenue-generating tasks!
Step 10: Rinse, Review and Repeat
Action: Now is your time! Make sure that you plan your strategic thinking time on a monthly basis, schedule it in your diary whether it be during the week or over the weekend to review your business performance. Have an honest look and see what you could have done to make it better, to make it more efficient, and to make it more profitable. Then make actions, assign owners and agree when to follow up progress.
Guest Details
To contact Ian, feel free to e-mail him at info@innovatetosuccess.com
Links and Resources
If you are looking to scale your IT / Tech Consultancy Business and don’t know where to start, then check out our IT Experts Growth Academy Group on LinkedIn - a collaborative and safe environment to learn the foundations to IT and Tech Business Growth - click here to request access - https://goo.gl/weymKj
You can also download the e-book by clicking this link - http://tiny.cc/ITE-Ebook19
Quotes
You IT and Tech business owners are absolute brilliant technical people and you love doing the technical side of the work, that's why you got the business that you got. Now, the thing that you need to look and work on is working ON your business rather than IN your business. – Ian Luckett
We have been in the space of helping IT and Tech business owners increase their sales, profit, and productivity over the last few years and as you may or may not know, I am a systems and processes guy.
The Model that we use at Innovate to Success is called the DRIVE for business model. This model has delivered many clients amazing results over the past three years, and I want to share the fundamental building blocks with you today in this podcast.
In this episode, I go deep into the individual components of the DRIVE for Business model, and explain how it can help you out once implemented correctly.
In this episode, I share with you 5 essential strategies for each of the 5 steps of the DRIVE for Business model.
- Personal Development
Step 1: Having a vision.
Step 2: Creating a plan.
Step 3: Upskilling your skillset.
Step 4: Getting fit for business.
Step 5: How to be more productive.
- Business Development
Step 6: Identify your USP.
Step 7: Identify your Lead Generation Process.
Step 8: Defining your Customer Journey.
Step 9: Figuring out your Sales Process.
Step 10: Delivering excellent customer Service
- People Planning
Step 11: Recruiting the right people.
Step 12: Assigning accountability.
Step 13: Improving productivity.
Step 14: Communicating with your team.
Step 15: Performance Management
- Finance and Commercial
Step 16: Understand your accounts.
Step 17: Increase your income and decreasing your costs.
Step 18: Increasing your value.
Step 19: Deal packaging.
Step 20: Developing your proposals.
- Performance Management
Step 21: Setting up your KPIs.
Step 22: Setting up your dashboard.
Step 23: 360 Reporting
Step 24: Measuring your business performance.
Step 25: Celebrating your success.
Best Quote : All price is made up! – Ian Luckett
To contact Ian, feel free to e-mail connect with him on Linkedin or at info@innovatetosuccess.com
http://www.innovatetosuccess.com/itexperts
We are going to be coming out to you weekly with some content – information, interviews, and more value to help you to focus time to work ON your business, rather than being consumed working IN your business.
Helping IT and Tech businesses owners increase sales, profit, and productivity has always been our goal at the Innovate to Success IT Experts Growth Academy. And I am very excited to officially launch the podcast.
We had been in the podcasting space for a few years now and has always been getting very good feedback on how much our podcast has helped business owners take their businesses to the next level. So, now we have a show exclusively for IT and Tech businesses.
In this launch episode, I share with you the purpose of the podcast and what it is all about. Essentially, we are here to help you to get confidence to get better at working ON your business rather than been consumed IN your business.
In this episode, we share with you our DRIVE for Business model, our very own tried and tested model which revolves around five (5) steps. They are:
- Personal Development – your vision of you and your business, where do you want to go and what do you want to do. This section helps you to scale your business.
- Business Development – learning how to thrive as a business and increase your sales.
- People Planning – this is all about understanding your people and getting more out of them.
- Finance and Commercial – here we include packaging your deals, and making sure that you are getting paid, ultimately increasing your profits.
- Business Performance – Finally it’s all about KPI’s and measuring your performance because “What gets measured, gets done”.
We also cover off who we are helping, why we are helping them, and how we can help you.
So basically, we aim to achieve three things for you with in this podcast.
They are:
- Increase your sales.
- Increase your profit.
- Making yourself and your teams more productive.
To contact Ian, feel free to e-mail connect with him on Linkedin or at info@innovatetosuccess.com
http://www.innovatetosuccess.com/itexperts
This is the first episode in the IT Experts Growth Academy Podcast.
We are going to be coming out to you weekly with amazing content – information, interviews, and more value to help you to focus time to work ON your business, rather than being consumed working IN your business